Manager – Call Center & Office Operations

About Us:

Trueraiser Global Private Limited is a professionally managed and legally registered private limited company, operating from our corporate office in Noida. We specialize in BPO services, with a strong focus on domestic call center projects, as well as legal and compliance-based support services. Our environment encourages accountability, innovation, and teamwork.

Role Summary:

We are looking for a skilled and experienced Manager who can take full ownership of our call center operations and office management. This is a leadership role suited for someone who has a strong background in CRM platforms, is confident managing people, and understands the importance of structured processes in a growing organization.

Key Responsibilities (Detailed):

• Call Center Operations Management:

• Daily monitoring of call center workflows, ensuring that all inbound and outbound processes are followed correctly.

• Maintain call quality, customer handling standards, and overall performance efficiency.

• Troubleshoot technical or process-related issues that arise during operations.

• Set daily, weekly, and monthly targets for the team and ensure consistent achievement.

• Team Leadership & Staff Supervision:

• Supervise a team of calling agents, trainers, and support staff to ensure coordination and discipline.

• Provide ongoing feedback, mentoring, and motivation to maintain high morale and productivity.

• Handle staff scheduling, leave management, conflict resolution, and escalations with maturity and professionalism.

• Organize periodic one-on-one sessions or team meetings to review performance and resolve concerns.

• CRM Management & Training:

• Create CRM IDs for all new joiners and ensure proper configuration/access is provided.

• Conduct detailed training sessions on CRM tools (like Zoho or similar platforms) to make sure every employee is CRM-ready before going live.

• Act as the primary point of contact for any CRM-related technical issue or query.

• Monitor how effectively employees are using the CRM and suggest improvements when needed.

• Onboarding & Employee Induction:

• Welcome new employees and ensure smooth onboarding, documentation, and workspace setup.

• Guide them through the company’s operational processes, work culture, and expectations.

• Provide structured process training and ensure their role clarity from day one.

• Work with HR to track onboarding progress and raise flags if issues arise.

• Office Administration & Floor Management:

• Take full responsibility for day-to-day office functioning — cleanliness, seating, resources, and internet/technical needs.

• Ensure the floor remains organized, professional, and ready for internal or external audits/visits.

• Coordinate with vendors, support staff, and IT personnel as needed.

• Maintain a log of hardware/software issues and resolve them promptly with internal or external help.

• Hiring Assistance & Coordination:

• Collaborate with HR for hiring by shortlisting candidates, conducting first-level interviews, and sharing observations.

• Provide hiring feedback based on operational needs and cultural fit.

• Help in planning manpower requirements for future expansion or project-based needs.

• Performance Monitoring & Reporting:

• Track and maintain daily productivity reports, attendance summaries, and quality assessment sheets.

• Share timely updates with senior management with suggestions for improvement.

• Keep a close eye on employee output, identify underperformers, and plan performance improvement plans (PIP) if needed.

• Suggest and implement process upgrades or automation wherever possible.

• Cross-Department Coordination:

• Coordinate with HR, Admin, Training, and Management teams to align goals and remove communication gaps.

• Serve as a bridge between senior leadership and ground staff for better transparency and efficiency.

Desired Candidate Profile:

• MBA (Full-time) from a recognized university.

• 3 to 5 years of relevant experience in managing call centers and corporate office operations.

• Strong command over CRM software (Kit19 Zoho or equivalent), with the ability to train others.

• Proficient in computers, MS Excel, Google Sheets, and internal team communication tools.

• Should have excellent leadership, problem-solving, and decision-making skills.

• Prior experience in team management, employee onboarding, and performance monitoring is required.

• Must be honest, dependable, disciplined, and comfortable working independently.

• Should be comfortable with a structured reporting format and follow company processes sincerely.

Why Join Us?

• Opportunity to lead and shape the core operations of a growing company.

• Direct interaction with senior leadership and exposure to multi-department functions.

• Chance to contribute meaningfully to training, growth, and process development.

• Transparent work culture with timely recognition and learning support.

How to Apply:

Please apply with your updated resume via Indeed. Only shortlisted candidates will be contacted for the interview process.

Job Types: Full-time, Permanent

Pay: ₹24,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Overtime pay
• Performance bonus
• Quarterly bonus
• Shift allowance
• Yearly bonus

Work Location: In person