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

Skills Required
Ivr, Automation Tools, Six Sigma, Lean, Analytics, Crm