Call Centre Manager – Head

• Lead, manage, and mentor a large team of telecallers/tele-sales executives, including team leads and shift supervisors. • Own end-to-end call centre operations at the Bodhgaya location — staffing, shift planning, call quality, and daily performance tracking. • Set, monitor, and drive achievement of lead conversion, call volume, connect rate, and site-visit generation targets. • Design and continuously refine calling scripts, objection-handling techniques, and lead qualification processes. • Build and enforce SOPs for lead distribution, follow-up cadence, CRM data entry, and escalation handling. • Recruit, train, and onboard new telecallers; build a strong induction and ongoing coaching program. • Monitor calls (live and recorded) for quality assurance and provide structured feedback and coaching to agents and team leads. • Track and report daily/weekly/monthly performance dashboards (calls made, connects, conversions, no-shows, revenue impact) to management. • Coordinate closely with Sales, Marketing, and Site teams to align calling campaigns with ongoing promotions, launches, and site visit schedules. • Manage attendance, discipline, incentive structures, and performance appraisals for the telecalling department. • Identify technology needs (dialer systems, CRM, call recording tools) and work with management to implement and optimize them. • Handle escalations from customers and ensure high standards of communication and professionalism across the team.

• Minimum 5 years of overall experience in a call centre / tele-calling environment, with at least 2–3 years in a managerial or team-lead role. • Demonstrated experience managing a large telecalling department (team size, targets handled, and results achieved should be clearly stated in the resume). • Strong track record of meeting or exceeding calling/conversion targets in a target-driven environment (real estate, BFSI, EdTech, telecom, or similar outbound sales settings preferred). • Hands-on experience with CRM systems, dialer/calling software, and performance dashboards. • Excellent communication skills in Hindi and English; working knowledge of the local dialect is an advantage. • Strong leadership, team-building, and people-management skills, with the ability to motivate and retain a large frontline team. • Data-driven approach with the ability to analyze calling metrics and translate insights into process improvements. • Graduate in any discipline; MBA or equivalent management qualification preferred but not mandatory. • Willingness to be based full-time at Bodhgaya.