# Operation Manager

**Company**: SWIGGY
**Location**: Bengaluru, KA
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/SWIGGY/6000000001439112-operation-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c6dcb237-ace

## Description

We are looking for an experienced Operations Manager to lead high-volume outbound sales operations.

Key Responsibilities:

- Manage end-to-end outbound sales operations and ensure achievement of business KPIs.

- Lead and manage a team of 100+ executives through Team Leaders, ensuring productivity, adherence, and performance targets are consistently met.

- Monitor key operational metrics including Attempts, Connect%, Conversion, Productivity, AHT, Adherence, Occupancy, and Quality.

- Drive daily performance reviews, WBR/MBR discussions, and implement action plans to improve business outcomes.

- Manage dialer operations, including campaign planning, dialing strategy, lead allocation, CLIP management, and coordination with technology teams.

- Analyze operational performance through MIS reports and dashboards to identify trends, gaps, and improvement opportunities.

- Coordinate with Training, Quality, Workforce Management, IT, and Reporting teams to improve operational efficiency.

- Ensure SLA compliance, process adherence, and timely resolution of operational issues.

- Drive coaching, performance management, and development plans for Team Leaders and executives.

- Prepare and present daily, weekly, and monthly business performance reports to leadership.

Desired Candidate Profile:

- 5–8 years of experience in BPO/Call Center Sales Operations.

- Minimum 2 years of experience managing a team of 100+ executives through Team Leaders.

- Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar platforms).

- Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational analytics.

- Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and operational governance.

- Strong stakeholder management, problem-solving, and decision-making skills.

- Excellent communication and people management abilities.

## Skills

### Required
- MIS reporting
- Excel
- Google Sheets
- dashboards
- operational analytics
- outbound dialers
- sales KPIs
- productivity
- conversion
- workforce planning
- operational governance

### Nice to have
- Expertise in outbound sales campaigns
- Strong analytical and reporting skills
- Experience in performance improvement and process optimization
- Ability to manage multiple stakeholders in a fast-paced environment
- Advanced proficiency in Microsoft Excel and Google Sheet

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/SWIGGY/6000000001439112-operation-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)