Call Center Manager

Company Overview

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now empowering over 1 million users to take control of their credit health, we are one of India’s fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on the 1x to 100x journey. We’re building a team that shares our vision of transforming how India manages credit.

Role Overview:

Call Center Manager

Key Responsibilities:

• Manage, scale, or build

  call center operations from the ground up – including hiring, training, and process design
• Own all operational KPIs: contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
• Optimize

  dialer configurations, call routing

  , and lead assignment logic to maximize efficiency
• Work with tech/product teams to integrate call center software with CRM, lead management systems, etc.
• Drive

  agent performance and engagement

  through structured coaching, feedback, and incentive programs
• Establish quality monitoring and performance review mechanisms
• Design SOPs and escalation matrices to ensure seamless functioning across shifts
• Take ownership of SLA adherence, compliance, and call center hygiene
• Run experiments and make fast decisions, even with incomplete data
• Align the call center strategy with broader sales and revenue goals

Required Qualifications:

• 5–10 years

  of experience managing mid to large-scale (200–300 seat)

  sales-driven call centers

• Experience with

  dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.),

  including configuration, call flows, pacing strategies
• Strong understanding of

  call center KPIs and agent management principles

• High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)
• Experience working in a

  fast-paced, high-growth

  environment (start-up or tech-driven enterprise preferred)
• Excellent communication, team management, and conflict resolution skills
• Ability to make quick, data-backed, or instinctive decisions under ambiguity

Nice to Have (Optional):

• Experience

  building

  a call center from scratch (infra + people + process)
• Familiarity with CRM platforms and call center APIs
• Exposure to

  inside sales

  or

  tele-sales

  revenue targets
• Past experience with vendor management (BPOs or external call centers)