4,513 Call Center Manager jobs in India

Company Overview

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now empowering over 1 million users to take control of their credit health, we are one of India’s fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on the 1x to 100x journey. We’re building a team that shares our vision of transforming how India manages credit.

Role Overview:

We are seeking an experienced Call Center Manager to scale a high-performing, sales-driven call center (200–300 seat capacity). The ideal candidate will have hands-on experience managing large call centers, strong technical acumen with dialers and telephony systems, and a metrics-driven mindset. You should be comfortable making decisions with limited data and working closely with business, tech, and product teams in a high-growth start-up environment.

Key Responsibilities:

• Manage, scale, or build call center operations from the ground up – including hiring, training, and process design
• Own all operational KPIs: contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
• Optimize dialer configurations, call routing , and lead assignment logic to maximize efficiency
• Work with tech/product teams to integrate call center software with CRM, lead management systems, etc.
• Drive agent performance and engagement through structured coaching, feedback, and incentive programs
• Establish quality monitoring and performance review mechanisms
• Design SOPs and escalation matrices to ensure seamless functioning across shifts
• Take ownership of SLA adherence, compliance, and call center hygiene
• Run experiments and make fast decisions, even with incomplete data
• Align the call center strategy with broader sales and revenue goals

Required Qualifications:

• 5–10 years of experience managing mid to large-scale (200–300 seat) sales-driven call centers
• Experience with dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.), including configuration, call flows, pacing strategies
• Strong understanding of call center KPIs and agent management principles
• High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)
• Experience working in a fast-paced, high-growth environment (start-up or tech-driven enterprise preferred)
• Excellent communication, team management, and conflict resolution skills
• Ability to make quick, data-backed, or instinctive decisions under ambiguity

Nice to Have (Optional):

• Experience building a call center from scratch (infra + people + process)
• Familiarity with CRM platforms and call center APIs
• Exposure to inside sales or tele-sales revenue targets
• Past experience with vendor management (BPOs or external call centers)

Company Overview

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now empowering over 1 million users to take control of their credit health, we are one of India’s fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on the 1x to 100x journey. We’re building a team that shares our vision of transforming how India manages credit.

Role Overview:

We are seeking an experienced Call Center Manager to scale a high-performing, sales-driven call center (200–300 seat capacity). The ideal candidate will have hands-on experience managing large call centers, strong technical acumen with dialers and telephony systems, and a metrics-driven mindset. You should be comfortable making decisions with limited data and working closely with business, tech, and product teams in a high-growth start-up environment.

Key Responsibilities:

• Manage, scale, or build call center operations from the ground up – including hiring, training, and process design
• Own all operational KPIs: contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
• Optimize dialer configurations, call routing, and lead assignment logic to maximize efficiency
• Work with tech/product teams to integrate call center software with CRM, lead management systems, etc.
• Drive agent performance and engagement through structured coaching, feedback, and incentive programs
• Establish quality monitoring and performance review mechanisms
• Design SOPs and escalation matrices to ensure seamless functioning across shifts
• Take ownership of SLA adherence, compliance, and call center hygiene
• Run experiments and make fast decisions, even with incomplete data
• Align the call center strategy with broader sales and revenue goals

Required Qualifications:

• 5–10 years of experience managing mid to large-scale (200–300 seat) sales-driven call centers
• Experience with dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.), including configuration, call flows, pacing strategies
• Strong understanding of call center KPIs and agent management principles
• High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)
• Experience working in a fast-paced, high-growth environment (start-up or tech-driven enterprise preferred)
• Excellent communication, team management, and conflict resolution skills
• Ability to make quick, data-backed, or instinctive decisions under ambiguity

Nice to Have (Optional):

• Experience building a call center from scratch (infra + people + process)
• Familiarity with CRM platforms and call center APIs
• Exposure to inside sales or tele-sales revenue targets
• Past experience with vendor management (BPOs or external call centers)

About I-PAC:

I-PAC (Indian Political Action Committee) is a leading consulting firm that provides innovative solutions to our Campaign’s most challenging problems. We pride ourselves on delivering strategic insights and actionable plans that drive growth and improve performance.

About the role:

The Call Centre Manager will lead a team of TL and Quality Analysts, ensuring performance targets are met while maintaining high service standards. This role involves monitoring and coaching team members, implementing training programs, and managing scheduling and staffing for optimal coverage. The supervisor will collaborate with other departments, generate performance reports for management, and efficiently manage vendor teams. Strong leadership, communication skills, and the ability to work under pressure are essential to success in this fast-paced, dynamic environment.

Job Responsibilities:

• Lead and oversee a team of Team Leaders (TLs) and Quality Analysts (QAs), ensuring performance targets are met and high-quality service is consistently delivered.
• Monitor and assess team members’ performance, providing constructive feedback and coaching to foster skill development and goal achievement.
• Design and implement training programs to enhance team members' skills, knowledge, and performance.
• Conduct regular team meetings to communicate goals, performance targets, and expectations effectively.
• Build and maintain strong working relationships with other departments to ensure smooth and efficient contact centre operations.
• Generate detailed performance reports and communicate results to management, providing insights and recommendations for improvement.
• Manage team scheduling and staffing, ensuring optimal coverage during operational hours.
• Efficiently manage Vendor teams to ensure service delivery and performance standards are met. Thrive under pressure, ensuring tasks are completed with attention to detail and within deadlines.

Required Qualifications:

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years of experience, including at least 2 years in a supervisory role (TL/QA/Trainer) in both Inbound and Outbound (Tele-Sales) voice, within international and domestic BPO environments.
• Strong communication skills, both verbal and written.
• Proven leadership abilities with the capability to motivate and inspire a team to achieve goals.
• In-depth understanding of contact centre operations and key performance metrics.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Adaptable and flexible, able to manage changing business needs effectively.
• Capacity to perform efficiently in a fast-paced, dynamic environment.
• Fluent in Tamil and Malayalam

Position: Call Center Head Retail Pharmacy

Location: Surat, Gujarat

Experience: 815 Years (preferably in healthcare or retail pharmacy call centers)

Role Overview:

The Call Center Head will lead and manage the retail pharmacy call center operations in Surat, ensuring world-class customer service, efficient handling of inquiries, prescription support, and operational excellence. This role requires strong leadership, strategic planning, and performance management to maximize customer satisfaction and support business growth.

Key Responsibilities:

• Lead the overall day-to-day operation of the retail pharmacy call center to ensure timely and accurate customer support and service delivery.
• Develop and implement strategies to improve call center efficiency, reduce wait times, and enhance customer experience.
• Manage team recruitment, training, coaching, and performance evaluations to develop a highly skilled and motivated call center staff.
• Oversee call volume management, scheduling, and resource planning to meet business demands.
• Monitor key performance indicators (KPIs) such as call resolution rates, customer satisfaction scores, average handling time, and call abandonment rates.
• Collaborate with pharmacy operations, marketing, IT, and sales teams to align call center processes with business goals.
• Handle escalated customer complaints and complex inquiries with professionalism and timely resolution.
• Analyze call center data and prepare reports for senior management to drive continuous improvement.
• Ensure compliance with regulatory requirements related to healthcare and patient data confidentiality.
• Manage budget and cost control for call center operations.

Qualifications & Skills:

• Bachelors degree or higher; specialization in healthcare management, business administration, or related field is a plus.
• 815 years of experience in managing call center operations, preferably in retail pharmacy, healthcare, or related sectors.
• Proven leadership skills with the ability to motivate, guide, and develop large teams.
• Strong knowledge of call center technologies, CRM systems, and telephony platforms.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work under pressure in a high-volume environment.
• Familiarity with healthcare regulations and pharmacy operational processes is advantageous.
• Proficiency in MS Office Suite and call center analytics tools.

Key Attributes:

• Results-oriented leader with a customer-first approach.
• Strong analytical and strategic thinking abilities.
• Effective decision-maker with a proactive problem-solving mindset.
• Ability to foster a collaborative and high-performance team culture.

About I-PAC:

I-PAC (Indian Political Action Committee) is a leading consulting firm that provides innovative solutions to our Campaign’s most challenging problems. We pride ourselves on delivering strategic insights and actionable plans that drive growth and improve performance.

About the role:

The Call Centre Manager will lead a team of TL and Quality Analysts, ensuring performance targets are met while maintaining high service standards. This role involves monitoring and coaching team members, implementing training programs, and managing scheduling and staffing for optimal coverage. The supervisor will collaborate with other departments, generate performance reports for management, and efficiently manage vendor teams. Strong leadership, communication skills, and the ability to work under pressure are essential to success in this fast-paced, dynamic environment.

Job Responsibilities:

• Lead and oversee a team of Team Leaders (TLs) and Quality Analysts (QAs), ensuring performance targets are met and high-quality service is consistently delivered.
• Monitor and assess team members’ performance, providing constructive feedback and coaching to foster skill development and goal achievement.
• Design and implement training programs to enhance team members' skills, knowledge, and performance.
• Conduct regular team meetings to communicate goals, performance targets, and expectations effectively.
• Build and maintain strong working relationships with other departments to ensure smooth and efficient contact centre operations.
• Generate detailed performance reports and communicate results to management, providing insights and recommendations for improvement.
• Manage team scheduling and staffing, ensuring optimal coverage during operational hours.
• Efficiently manage Vendor teams to ensure service delivery and performance standards are met. Thrive under pressure, ensuring tasks are completed with attention to detail and within deadlines.

Required Qualifications:

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years of experience, including at least 2 years in a supervisory role (TL/QA/Trainer) in both Inbound and Outbound (Tele-Sales) voice, within international and domestic BPO environments.
• Strong communication skills, both verbal and written.
• Proven leadership abilities with the capability to motivate and inspire a team to achieve goals.
• In-depth understanding of contact centre operations and key performance metrics.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Adaptable and flexible, able to manage changing business needs effectively.
• Capacity to perform efficiently in a fast-paced, dynamic environment.
• Fluent in Tamil and Malayalam

Company Overview

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now empowering over 1 million users to take control of their credit health, we are one of India’s fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on the 1x to 100x journey. We’re building a team that shares our vision of transforming how India manages credit.

Role Overview:

We are seeking an experienced Call Center Manager to scale a high-performing, sales-driven call center (200–300 seat capacity). The ideal candidate will have hands-on experience managing large call centers, strong technical acumen with dialers and telephony systems, and a metrics-driven mindset. You should be comfortable making decisions with limited data and working closely with business, tech, and product teams in a high-growth start-up environment.

Key Responsibilities:

• Manage, scale, or build call center operations from the ground up – including hiring, training, and process design
• Own all operational KPIs: contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
• Optimize dialer configurations, call routing , and lead assignment logic to maximize efficiency
• Work with tech/product teams to integrate call center software with CRM, lead management systems, etc.
• Drive agent performance and engagement through structured coaching, feedback, and incentive programs
• Establish quality monitoring and performance review mechanisms
• Design SOPs and escalation matrices to ensure seamless functioning across shifts
• Take ownership of SLA adherence, compliance, and call center hygiene
• Run experiments and make fast decisions, even with incomplete data
• Align the call center strategy with broader sales and revenue goals

Required Qualifications:

• 5–10 years of experience managing mid to large-scale (200–300 seat) sales-driven call centers
• Experience with dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.), including configuration, call flows, pacing strategies
• Strong understanding of call center KPIs and agent management principles
• High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)
• Experience working in a fast-paced, high-growth environment (start-up or tech-driven enterprise preferred)
• Excellent communication, team management, and conflict resolution skills
• Ability to make quick, data-backed, or instinctive decisions under ambiguity

Nice to Have (Optional):

• Experience building a call center from scratch (infra + people + process)
• Familiarity with CRM platforms and call center APIs
• Exposure to inside sales or tele-sales revenue targets
• Past experience with vendor management (BPOs or external call centers)

About I-PAC:

I-PAC (Indian Political Action Committee) is a leading consulting firm that provides innovative solutions to our Campaign’s most challenging problems. We pride ourselves on delivering strategic insights and actionable plans that drive growth and improve performance.

About the role:

The Call Centre Manager will lead a team of TL and Quality Analysts, ensuring performance targets are met while maintaining high service standards. This role involves monitoring and coaching team members, implementing training programs, and managing scheduling and staffing for optimal coverage. The supervisor will collaborate with other departments, generate performance reports for management, and efficiently manage vendor teams. Strong leadership, communication skills, and the ability to work under pressure are essential to success in this fast-paced, dynamic environment.

Job Responsibilities:

• Lead and oversee a team of Team Leaders (TLs) and Quality Analysts (QAs), ensuring performance targets are met and high-quality service is consistently delivered.
• Monitor and assess team members’ performance, providing constructive feedback and coaching to foster skill development and goal achievement.
• Design and implement training programs to enhance team members' skills, knowledge, and performance.
• Conduct regular team meetings to communicate goals, performance targets, and expectations effectively.
• Build and maintain strong working relationships with other departments to ensure smooth and efficient contact centre operations.
• Generate detailed performance reports and communicate results to management, providing insights and recommendations for improvement.
• Manage team scheduling and staffing, ensuring optimal coverage during operational hours.
• Efficiently manage Vendor teams to ensure service delivery and performance standards are met. Thrive under pressure, ensuring tasks are completed with attention to detail and within deadlines.

Required Qualifications:

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years of experience, including at least 2 years in a supervisory role (TL/QA/Trainer) in both Inbound and Outbound (Tele-Sales) voice, within international and domestic BPO environments.
• Strong communication skills, both verbal and written.
• Proven leadership abilities with the capability to motivate and inspire a team to achieve goals.
• In-depth understanding of contact centre operations and key performance metrics.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Adaptable and flexible, able to manage changing business needs effectively.
• Capacity to perform efficiently in a fast-paced, dynamic environment.
• Fluent in Tamil and Malayalam