Group Call Center - Manager

Full job description

The Group Call Center Manager will be responsible for overseeing all call center operations across NMC. The role involves leading the standardization and centralization of call center functions, designing the optimal future-state model, and managing the transition from the current decentralized setup. Post-transition, the role will be accountable for the performance, reporting, and people management of all centralized call center activities.

Lead the strategic standardization and centralization of call center operations across the group

Assess current-state operations and define the future-state model aligned with business needs

Manage the transition and change process in coordination with stakeholders

Oversee day-to-day call center performance, staffing, and service quality

Establish and monitor KPIs, reports, and operational dashboards

Ensure optimal workforce planning and training across teams

Foster a culture of continuous improvement and customer-centric service

Education and Certification

Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred)

Knowledge and Skills

Strong knowledge of call center operations, KPIs, and workforce planning

Project management and change management capabilities

Familiarity with call center systems, CRMs, and telephony infrastructure

Excellent leadership, communication, and stakeholder engagement skills

Experience

Minimum 8–10 years of experience in call center management, with at least 3 years in a senior leadership role

Experience in leading transformation or centralization projects preferred

 

Industries:Health, Wellness & Fitness

Function: Telemarketing and Telecalling