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Strong BPO brand, common mid-level role, metro location, and broad skill requirements increase competition.
Role demands specific call-center operations and HR experience, limiting cross-industry transferability.
Explicit 2–4 year requirement plus managerial and HR responsibilities imply moderate, competency-focused screening.
Supervise and manage daily operations of a call center team ensuring achievement of performance metrics thru coaching, motivation, and accountability.
Handle escalated customer calls and ensure service meets contractual KPIs and financial goals.
Manage employment status of associates including promotions, terminations, and disciplinary actions in compliance with policies and legal requirements.
Associate's degree in related field preferred.
2 to 4 years of relevant experience preferred in call center or operations supervision.
Ability to work a flexible schedule.
Location requirement: Gurugram, India.
Experienced in managing call center or technical support teams with a focus on meeting KPIs through direct coaching and performance management.
Comfortable making independent employment decisions like promotions and terminations within policy guidelines.
Demonstrates strong communication skills for handling escalations and conducting team meetings to cascade information.