We currently have an exciting opportunity for the position of AGM - Call Center with one of our reputed clients located in India.

Please find the job details below:

Company Profile:

Founded in 1993, our client is a leading provider of vocational training in Aviation, Hospitality, Travel, and Customer Service. With nationwide centers and international presence, the company offers specialized programs in air hostess training, corporate learning, modeling, recruitment, and degree education. Recognized by NSDC and THSC, and partnered with major airlines for hands-on training, our client has received multiple awards for excellence in placement and skill development. Thousands of graduates have secured roles in top global airlines and hospitality brands.

Job Title: Assistant General Manager - Call Center

Department: Call Center Operations

Location: Gurgaon / Gurugram

Education: Bachelor's degree in any discipline from a recognized university

Experience: 13 to 20 years

Reporting To: Head - Sales & Call Center

Job Summary:

We are seeking a highly experienced professional to lead and optimize outbound call center operations. The ideal candidate will have proven expertise in managing large teams, driving sales performance, and implementing strategic process improvements in a fast-paced domestic outbound sales environment.

Responsibilities:

- Lead and manage a 700-seat outbound call center with a focus on sales conversion, productivity, and operational efficiency

- Define and implement call center strategies through needs assessments, capacity planning, and performance reviews

- Manage day-to-day operations, ensuring alignment with productivity, quality, and customer service standards

- Design and enhance customer interaction systems, voice response technologies, and interface solutions

- Monitor and improve call center systems, conduct audits, and ensure timely upgrades and implementations

- Recruit, train, mentor, and performance-manage staff, ensuring optimal scheduling and job alignment

- Analyze and present performance data, trends, and recommendations to senior leadership

- Drive process excellence, quality assurance, and continuous improvement initiatives

Key Skills & Competencies:

- Outbound call center operations (domestic sales process)

- Proven leadership managing 200+ agents

- Sales-driven and result-oriented mindset

- Strategic planning and resource management

- Performance monitoring and data analysis

- Process optimization and quality control

- Hands-on experience with customer interaction systems and implementations

- Strong people management, coaching, and conflict resolution skills

- Proficiency in MS Office (Excel, Word, PowerPoint)