Job Description
Position: Sr. Manager/ Manager (Branch Manager) – Call Centre
Location: Mumbai
About Magic Bus
At Magic Bus, our objective is to ensure India’s poorest children and youth move out of poverty. Our unique
programme starts when a child is 7 years old, and follows his/her journey from childhood to livelihood.
Young adults are fostered to deliver a unique activity-based curricula and to become role models and
mentors for the children. Both the young adults, who work with us as volunteers, and the children, come
from the same communities, enabling a relationship that is both close and constant. We work to empower
children and youth to break out of the poverty cycle by expanding opportunities available to them in the
areas of education, health, gender equity, leadership and livelihood.
Role
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To lead fundraising activities through the Call Centre and be accountable for fundraising targets as
per the organisation’s Annual Operating Plan
Develop and accomplish a sustainable and efficient Call Centre fundraising channel
Reporting to: Head – Retail
Key Responsibilities
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To generate revenue from the Call Centre and manage their daily revenue productivity
To measure daily operational metrics and ensure that there are no process deviations
Collaborate with HR team for manpower hiring as per the AOP and cost budget
Co-ordinate for new hire and refresher training
Ensure roster management is in place, and ensure process operates within the required attendance
% every day
Ensure that any internal operational issues like grievances, attendance, salary, performance etc.
are handled in a timely manner and keep management updated of the same
To establish relevant systems, reports, processes for the Call Centre and share all updates with
management
Proactively identify new projects every month for increasing revenue and share information with
the management for further implementation
Establish different payment collection methods/ agencies if required and ensuring all payments get
collected/deposited/realized on time
Implement and monitor all initiatives undertaken from time to time
Assist HR in employee engagement activities and motivate team towards target achievement
Ensure attrition % is well under control, and take initiatives to ensure that it keeps on decreasing
Mentor and assist team members with career planning and goal accomplishment
Manage performance by delivery against KRAs on a regular basis
Manage the Call Centre staff, ensure that feedback on performance is provided regularly to the
team and necessary training/ steps are taken for improving non-performance
Conduct and participate in performance appraisals as per the company’s assessment cycle
To maintain appropriate level of engagement with all other departments
Desired Competencies
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Good people management and problem solving skills
Strong verbal and written communication skills
High level of integrity and personal ethics
Eye for detail and attention to all aspects of the business
Computer literate and strong MS Office skills
Excellent team player, works in a collaborative and consultative manner
Innovative, aggressive & persistent
Results driven to reach targets, assume responsibility and accountability for performance
Confident, pleasing personality
Sets and demonstrates expected workplace behaviours and Magic Bus values
Qualification and Experience
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Graduate/ Management degree
Around 10 years of overall work experience
5+ years of relevant team handling experience managing a large team in an outbound tele-calling
setup
Preferably from NGO/Banking/Insurance/Internet/International BPO/Captive domestic BPO/
Hospitality
Stability in career