[Hiring] Senior Call Center Manager @Porch Group

Role Description

The future is bright for Porch Group, and we’d love for you to be a part of it as our Senior Call Center Manager, India Operations. This role will be foundational in building and scaling Porch’s India-based operational hub, supporting our Porch Moving Group (PMG) Ops team, leading our Service Representative teams and ensuring operational excellence across workflows. Reporting into U.S.-based leadership, this position will serve as the primary onsite leader responsible for standing up the site, managing day-to-day operations, supporting workforce planning, ensuring compliance, and driving strong cultural alignment with Porch’s values. You will partner closely with Talent Acquisition, HR/People, IT/Compliance, and business leaders to ensure operational readiness, quality performance, and a world-class employee experience.

What You Will Do As A Senior Call Center Manager

• Lead the setup, launch, and ongoing management of PMG’s India operations, including staffing, workflows, and compliance.
• Serve as the onsite leader for Service Representatives, overseeing performance, coaching, scheduling, and day-to-day support in partnership with U.S. leadership.
• Liaise between PMG Ops Leadership and staffing vendors, providing timely feedback to vendors on contractor performance and ensuring SLAs are met.
• Build and maintain a strong, positive team culture that reflects Porch Group’s mission and operating principles.
• Implement and manage operational processes, metrics, and service-level expectations to ensure consistent delivery of high-quality service.
• Partner with HR/People, Talent Acquisition, and Total Rewards on recruiting, onboarding, compensation structures, and policy adherence for PMG’s India-based employees.
• Coordinate with IT and Security teams to ensure compliance with technology requirements, equipment standards, and data security protocols.
• Ensure all legal, regulatory, and vendor-related obligations for India operations are met.
• Support workforce planning, including peak season scaling, staffing needs, and alignment with business forecasts.
• Collaborate with cross-functional leaders to continuously improve processes, productivity, and customer experience outcomes.
• Act as the escalation point for onsite concerns related to performance, attendance, behavior, and operational continuity.

Compliance & Risk Management

• Ensure contractor engagement aligns with independent contractor guidelines and company policies.
• Maintain appropriate separation between contractor oversight and employee management activities.
• Partner with HR, Legal, and Procurement to address contractor-related risks or concerns.
• Support audits, reporting, and documentation related to contractor engagement.

Qualifications

• 5+ years of experience leading operations, call center teams, BPO programs, or customer support organizations.
• Bachelor’s degree (or 4 years of relevant experience in lieu of).
• Experience standing up or scaling a new site or business unit strongly preferred.
• Proven people leadership experience, including coaching, performance management, and talent development.
• Strong understanding of call center operations, SLAs, workforce management, and quality frameworks.
• Experience working directly with U.S. based business teams.
• Excellent English communication and interpersonal skills.
• Demonstrated ability to navigate complexity, prioritize effectively, and lead through ambiguity.
• Strong decision making, operational rigor, and analytical problem solving skills.
• Comfortable working onsite and managing teams in a high-volume support environment.

Requirements

• This role requires full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST – 7:00 AM IST).
• A Night Shift Allowance is applicable for this position in line with company policy.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload.

Benefits

• Pay Range: INR 1,407,500 - 1,505,000 INR annually.
• Comprehensive coverage for health, life, and financial well-being.
• Medical insurance, accident insurance, and retiral benefits.
• Wellness programs including 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.