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.