Call Centre Operations Coordinator.

Job Description - Call Centre Operations Coordinator

Position: Call Centre Operations Coordinator. Department: Call Center / Campaign Operations Industry: Political Consultancy Experience: 4–8 Years Location: Mohali / Noida

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Job Summary

We are looking for an experienced Call Centre Operations Coordinator. to manage and oversee calling operations for political campaigns and election-related projects. The candidate will be responsible for managing calling teams, achieving campaign targets, monitoring voter survey and outreach activities, ensuring data accuracy, and providing regular campaign-related reports to management.
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Key Responsibilities

- Manage day-to-day operations of the political campaign call centre.
- Lead and supervise Team Leaders, Callers, Survey Executives, and other calling staff .
- Plan manpower requirements based on campaign and constituency requirements.
- Set daily and weekly calling targets and ensure timely achievement.
- Manage voter calling, surveys, feedback collection, opinion surveys, and campaign-related outreach.
- Ensure callers follow approved calling scripts, questionnaires, and campaign processes.
- Monitor call volume, connect rate, response rate, survey completion, and other campaign KPIs.
- Monitor constituency-wise and campaign-wise calling performance.
- Review daily MIS and identify gaps in team performance.
- Coordinate with Data/MIS, Research, Ground Operations, and Campaign Teams .
- Escalate important voter feedback and campaign-related inputs to the concerned teams.
- Conduct regular team meetings, performance reviews, and training sessions.
- Monitor call quality through regular call audits.
- Coach and improve the performance of Team Leaders and calling executives.
- Manage shift planning, attendance, productivity, and manpower utilization.
- Prepare and share daily, weekly, and campaign-wise MIS reports.
- Ensure confidentiality and responsible handling of campaign and voter-related data.
- Support campaign teams during election periods, surveys, public outreach campaigns, and high-priority projects .
- Be flexible with working hours during critical campaign and election periods.

Required Skills

- Strong team-management and leadership skills.
- Excellent communication and interpersonal skills.
- Experience managing target-driven calling operations.
- Strong understanding of call center and survey operations.
- Good knowledge of MS Excel, MIS, CRM, and calling software .
- Strong analytical and problem-solving skills.
- Ability to manage large teams and high-volume calling operations.
- Ability to work under pressure and meet strict campaign deadlines.
- Strong coordination and reporting skills.
- Ability to work in a fast-paced political consultancy environment.

### Preferred Experience
Candidates with experience in the following areas will be preferred:
- Political consultancy / election campaigns
- Election or voter surveys
- Political campaign call centers
- Public opinion surveys
- Tele-calling / BPO / contact center operations
- Voter outreach or field survey projects
- Campaign data collection and MIS
- Large-scale outbound calling operations

Qualification & Experience

- Graduate in any discipline.
- 4–8 years of relevant experience in call center, BPO, tele-calling, survey operations, political campaigns, or similar operations.
- Previous experience managing large calling teams will be an advantage.

Key Performance Indicators

- Calling target achievement
- Team productivity
- Call volume and connect rate
- Survey completion rate
- Data accuracy
- Call quality
- Team attendance and utilization
- Campaign-wise reporting accuracy
- Timely escalation and issue resolution
- Overall team performance

### Location
Mohali / Noida
# The role may require flexibility in working hours and travel depending on campaign requirements, election schedules, and project needs.