Call Center Manager

About the Role

We are looking for a high-performing Deputy Manager – Counseling to lead tele-counseling and admissions operations. The role requires a strong leader with proven experience in inside sales, telesales, and team management, capable of driving conversions and improving the overall admissions funnel.

Responsibilities

• Team Leadership & Management
• Manage, lead, and motivate a team of 30–70 tele-counselors
• Set clear targets and ensure consistent performance delivery
• Conduct regular team reviews, feedback sessions, and performance evaluations
• Drive team engagement and reduce attrition

• Sales & Conversion Management
• Drive admission conversions, revenue targets, and enrollment numbers
• Handle inbound & outbound calling strategies for lead conversion
• Ensure effective follow-ups and closure of prospective student leads
• Optimize sales funnel, conversion ratios, and lead lifecycle management

• Call Center Operations
• Monitor daily calling activities, productivity, and quality metrics
• Manage dialer systems, lead allocation, and call distribution
• Ensure adherence to scripts, compliance, and quality standards
• Improve operational efficiency and turnaround time

• Training & Development
• Coach and mentor team members on sales skills, objection handling, and counseling techniques
• Develop future team leaders within the team

• Data Analysis & Reporting
• Track KPIs, conversion rates, revenue metrics, and team performance
• Prepare daily, weekly, and monthly MIS reports
• Use data insights to improve strategy and decision-making

Qualifications

• Minimum 6+ years of experience in tele-counseling / call center / admissions / inside sales
• Proven experience managing 30–70 team size
• Strong background in sales, revenue generation, and target-driven roles
• Experience in Ed-Tech / Education sector preferred
• Graduation is mandatory

Required Skills

• Tele counseling / Telesales / Inside Sales
• Admissions Counseling / Student Conversion
• Team Handling (30–70 members)
• Revenue Generation & Target Achievement
• Lead Management & Funnel Optimization
• KPI Tracking & Performance Management
• Communication, Negotiation & Leadership Skills