About the Role
ROLE OVERVIEW
We are looking for an experienced and results-driven call center manager to lead our political research and survey operations hub in Mohali. The ideal candidate will oversee large teams of telephone researchers and callers, ensuring high-speed output, strict data authenticity, and precise execution of political polling briefs across regional campaigns.
Responsibilities
KEY RESPONSIBILITIES
Operations Management: Lead end-to-end call centre operations dedicated to political polling, voter surveys, and public opinion tracking from the Mohali regional facility.
Team Leadership & Training: Manage, mentor, and supervise a large team of shift supervisors, quality analysts, and telephone research interviewers operating in Hindi and Punjabi.
Target & Output Tracking: Monitor daily calling metrics, survey completion rates, sample size targets, and conversion benchmarks to align with shifting campaign timelines.
Data Quality & Compliance: Collaborate closely with Quality Auditors to ensure survey integrity, verify audio recordings, prevent data fabrication, and maintain 100% compliance with research guidelines.
Script & Brief Deployment: Ensure callers accurately understand and execute complex political questionnaires, regional narratives, and tracking prompts in Hindi and Punjabi.
MIS & Reporting: Generate daily operational dashboards, performance scorecards, and high-level analytical reports for campaign strategists and senior leadership.
Infrastructure & Tech Oversight: Coordinate with IT and telecom vendors to maintain uninterrupted dialer software, telephony infrastructure, and secure data storage systems.
