AGM-Call center

Job Title : Assistant General Manager (AGM) – Call Center Operations Location :

Gurgaon, Haryana Experience :

13–20 Years Industry :

Domestic BPO / Outbound Sales Team Size :

200+ agents (min), managing 700-seat setup Employment Type :

Full-Time

Job Summary : Seeking a strategic AGM to lead a 700-seat outbound call center. The role focuses on sales performance, team leadership, and process optimization.

Key Responsibilities : Manage day-to-day operations and ensure sales KPIs are met Lead planning, performance reviews, and capacity forecasting Optimize dialers, CRM, IVR, and reporting systems Analyze metrics (AHT, RPC, conversions, shrinkage) for improvements Oversee 200+ agents, including supervisors and team leads Manage recruitment, training, and shift planning Ensure compliance with quality and data standards Generate reports and dashboards for business insights Drive process improvements and system upgrades

Candidate Requirements : Graduate / Postgraduate 6–8+ years in outbound telesales operations Experience managing 200+ agents Hands-on with dialers, CRM, IVR, and analytics Strong leadership and decision-making skills

Preferred : Experience in telecom, BFSI, insurance, or EdTech Knowledge of Six Sigma, Lean, or automation tools