Operations Manager (Call Centre / Political Consultancy)

Job Title: Operations Manager (Call Centre / Political Consultancy) Locations: Mohali (Punjab) and Noida Employment Type: Full-time, on-site Experience: 5+ years in call centre or BPO operations, with team handling Salary: ₹40,000 to ₹60,000 per month (based on experience and interview) Joining: Immediate joiners preferred About the Role We are looking for an experienced Operations Manager to run our call centre and outreach operations for political consulting projects. You will manage telecalling teams that handle voter outreach, surveys, feedback collection and campaign communication. You will make sure targets, quality and reporting are on track every day. Key Responsibilities
- Manage the day-to-day operations of the call centre, including shift planning, manpower allocation and daily target achievement.
- Lead and monitor team leaders, quality analysts and tele-callers. This includes hiring support, training, coaching and performance reviews.
- Run outbound and inbound calling campaigns such as voter outreach, opinion surveys, feedback calls and awareness drives.
- Track key metrics like calls per agent, connect rate, conversion, average handling time, attendance and attrition.
- Maintain call quality through call audits, scripts, feedback sessions and refresher training.
- Prepare daily, weekly and monthly MIS reports and share insights with senior management.
- Handle data and lead management, including data validation, dialer and CRM usage, and avoiding duplicate or wrong entries.
- Create and improve SOPs, call scripts and escalation processes to raise efficiency and quality.
- Coordinate with the research, digital, field, HR and accounts teams for smooth execution.
- Manage the operational budget, vendor coordination (telephony, dialer, manpower) and expenses.
- Follow all election and legal guidelines, and keep client and voter data strictly confidential.
- Handle escalations and solve operational problems quickly.
Requirements
- Graduate in any stream.
- 5+ years of experience in call centre or BPO operations, with at least 2 to 3 years as a Manager or Assistant Manager handling teams.
- Strong knowledge of call centre metrics (AHT, QA scores, attendance, productivity, attrition).
- Good command of Excel, MIS reporting and dialer or CRM tools.
- Excellent communication and people management skills.
- Fluency in Hindi and English (Punjabi is an added advantage for Mohali).
- Willingness to work flexible shifts and long hours during peak campaign periods.
Good to Have
- Exposure to political campaigns, survey or research projects.
- Experience in outbound telecalling, lead generation or data validation.
- Interest in politics and public policy.