Posted Jul 14, 2026 285 views
Antpower Tech Private Ltd is seeking an experienced Call Center Operations Manager to lead and manage a team of 20 persons. This role requires establishing efficient operational systems, implementing performance management strategies, and ensuring regulatory compliance within the call center environment. The ideal candidate drives team performance, enhances customer satisfaction, and supports business growth by overseeing all aspects of call center operations.
The manager takes full ownership of recruiting, training, and coaching staff while building strong client relationships and managing operational budgets. Using expertise in call center technologies and compliance management software, the manager shapes standard operating procedures and performance metrics to maintain high-quality service delivery. This position requires at least 3 years of relevant experience, strong leadership capabilities, and excellent communication skills to succeed in a dynamic and fast-paced business process outsourcing setting.
Responsibilities
- Establish and launch call center operations to support business objectives and growth.
- Recruit, train, and mentor customer service representatives and team leaders to build a high-performing team.
- Develop, implement, and constantly improve standard operating procedures, workflows, key performance indicators, and quality assurance processes.
- Set up and manage call center technologies including CRM systems, dialer platforms, attendance tracking, and reporting dashboards.
- Monitor and analyze operational performance metrics to identify improvement opportunities and prepare management reports.
- Manage client relationships to ensure service quality and satisfaction, addressing issues proactively and fostering long-term partnerships.
- Oversee daily call center functions to ensure compliance with company policies, industry standards, and regulatory requirements.
- Collaborate with Human Resources, Finance, IT, and external vendors to synchronize organizational goals and operational requirements.
- Drive business development initiatives by identifying and pursuing new opportunities within the market.
- Control budget allocation and resource management to optimize operational efficiency and cost-effectiveness.
- Maintain up-to-date knowledge of call center technology trends, compliance regulations, and best practices to enhance operational effectiveness.
- Lead initiatives to improve productivity, service quality, and customer experience across all channels.
Skills
Antpower Tech Private Ltd
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