Sales & Operations Manager (International BPO)

The Sales & Operations Manager will be a dynamic leader responsible for the end-to-end management of our international call center in Bangalore, serving customers in the US, Canada, and Mexico for Trucking compliance products.This role requires a blend of strong sales acumen, proven operational excellence in customer support, and exceptional leadership skills. The manager will be accountable for driving sales growth, ensuring high levels of customer satisfaction, optimizing call center performance, and managing the entire agent lifecycleKEY RESPONSIBILITIES:Sales & Revenue Growth- Strategic Sales Leadership: Develop and execute strategic sales plans to achieve and exceed sales targets across all products and geographic markets (US, Canada, Mexico). - Upselling Expertise: Implement and optimize upselling strategies specifically for the US customer base to maximize revenue per customer interaction. - Performance Management: Monitor, analyze, and report on individual and team sales performance, taking corrective action as necessary to drive consistent results. - B2B Focus: Oversee and enhance B2B call center operations and strategies to capture new business opportunities effectively.II. Customer Support & Operations Management- Customer Satisfaction: Ensure the delivery of exceptional customer support and technical assistance to maintain high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). - Operational Efficiency: Optimize call center workflows, processes, and agent scheduling to maximize efficiency and service levels for both sales and support functions. - Quality Assurance: Establish and manage a robust quality assurance program for call and chat interactions to ensure compliance and consistent service delivery.III. CRM, Reporting & Analytics- CRM Configuration & Management: Serve as the primary administrator and expert for the CRM system, with a strong focus on HubSpot configuration, optimization, and maintenance to support sales and service processes. - Reporting & Analytics: Develop, generate, and present detailed reports and analytics on key operational metrics (e.g., talk time, conversion rates, resolution time, customer churn) to the Senior Director. - Data-Driven Decisions: Leverage strong analytical skills and MS Office (especially Excel) proficiency to identify trends, forecast staffing needs, and propose data-backed strategic improvements.IV. Team Leadership & Development- Coaching & Training: Lead, motivate, coach, and mentor a team of approximately 45 agents across sales and support functions, fostering a high-performance culture. - Hiring & Retention: Collaborate with HR on recruitment, onboarding, and training programs to ensure a continuous pipeline of skilled agents.Feedback & Evaluation: Conduct regular one-on-one performance reviews and provide constructive feedback to agents.PREFERRED QUALIFICATIONS & REQUIRED SKILLS:Experience:- Minimum of 5+ years of progressive experience in managing sales and customer support teams within an international call center/BPO environment. - Proven track record of meeting and exceeding sales targets and driving significant improvements in customer satisfaction metrics.Technical Proficiency:- Expertise in configuring, managing, and optimizing CRM systems; direct, hands-on experience with HubSpot is a significant advantage. - Advanced proficiency in MS Office Suite, particularly Excel, for detailed data analysis and reporting.Industry Knowledge:- Deep understanding of US, Mexican, and Canadian customer service expectations and business cultural nuances. - Solid knowledge of upselling techniques and best practices for the US market. - Experience in B2B call center operations.Leadership & Communication:- Exceptional leadership, coaching, and interpersonal skills. - Outstanding verbal and written communication skills in English. Proficiency in Spanish is a plus.Education: Bachelor’s degree in business, Management, or a related field.PERKS OF JOINING:The Culture: most companies talk about their values, we live them.- Supportive Culture: We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth. - Work-Life Balance: We support and encourage our employees to create a healthy balance between personal and professional life. - Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA. - Innovative Work: Contribute to cutting-edge solutions for e-commerce and SaaS businesses.The Work: stability of a market leader with the hunger for innovation and growth of a start-up- Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions. - Growth Opportunities: Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it. - Competitive Benefits: Access comprehensive insurance for health (incl. parents), life and personal accident.ABOUT SILVERMINE GROUP:Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.Website: Silvermine Group Products:eform2290 and emcs150Apply on: careers@silverminegroup.com Location: Bangalore