Centre Manager

Centre Manager (Offshore Operations – Ahmedabad)

We are looking for a high-calibre Centre Manager to lead our offshore operations in Ahmedabad, acting as a bridge between Australian business expectations and Indian execution.

This is not a traditional operations role. The successful candidate will build a high-performance, customer-first culture, elevate attention to detail, and create a team environment where people feel valued, accountable, and proud of their work.

Who This Role is For

• This role is ideal for someone who
• Has worked or lived in Australia, UK, or similar markets, and understands Western customer expectations
• Has returned to India and can relate deeply to Indian teams and culture
• Is passionate about people leadership, not just process management
• Believes that happy teams create exceptional customer experiences Key

• Culture & People Leadership (Core Priority) • Build a people-first, high-trust culture where employees feel respected, supported, and accountable • Develop strong relationships with team members at all levels • Create an environment where the team genuinely cares about customers • Drive engagement, morale, and retention through proactive leadership • Act as a role model for professionalism, empathy, and discipline
• Customer Experience Excellence • Instill a customer-first mindset across all teams • Ensure consistent delivery aligned with Australian service standards • Improve attention to detail, communication quality, and ownership • Reduce escalations through proactive quality management
• Operations & Performance Management • Oversee daily operations ensuring SLA adherence and service quality • Define, track, and improve KPIs across teams • Drive accountability at Team Leader and agent levels • Identify underperformance early and implement corrective actions
• Talent & Capability Building • Hire, develop, and retain high-quality team members • Coach Team Leaders to become strong people managers • Build a pipeline of future leaders within the organisation • Improve overall capability, discipline, and ownership mindset
• India–Australia Alignment • Act as the key interface between offshore teams and Australian leadership • Translate business expectations into actionable processes for the team • Ensure clarity, transparency, and alignment across geographies
• Process Improvement & Scalability • Strengthen SOPs and operational discipline • Identify inefficiencies and implement practical improvements • Support business growth and scaling initiatives

• Key Success Metrics
• High employee engagement and reduced attrition
• Measurable improvement in customer satisfaction and service quality
• Strong accountability culture across teams
• Consistent SLA achievement (95%+)
• Reduced escalations and rework
• Positive feedback from Australian stakeholders

• Ideal Candidate Profile
• 5 years in call centre / BPO / operations leadership
• Proven experience managing mid-to-large offshore teams
• Experience working with or servicing international (Australia/UK/US) customers
• Prior work or living experience in Australia, UK, or similar markets
• Strong understanding of Western customer service expectations
• Demonstrated ability to lead and transform team culture