BPO Operations Manager

4 months ago

Bengaluru, India Silvermine Group Full time

Description:

We are seeking an experienced and dynamic Operations Manager for an international BPO to lead our sales team. The ideal candidate will have a proven track record in managing sales teams, delivering sales targets on time, and implementing effective operational frameworks for success. This role requires strong leadership skills.


Roles and Responsibilities:

  • Lead and manage a sales team of 25 members or more to achieve and exceed sales targets through chats, emails, and calls.
  • Develop and implement sales strategies and frameworks to optimize team performance and ensure the timely delivery of sales goals.
  • Monitor and analyze sales metrics to identify areas of improvement and drive continuous improvement initiatives.
  • Ensure effective communication and collaboration within the team and with other departments to streamline the processes.
  • Provide coaching, mentoring, and training to the sales team to enhance their skills and performance.
  • Implement and maintain quality standards using Six Sigma methodologies to improve efficiency and effectiveness.
  • Prepare and present regular sales reports and forecasts to senior management.
  • Handle escalations and provide solutions to complex sales and operational issues.
  • Maintain a high level of customer satisfaction by ensuring the sales team meets and exceeds customer expectations.


Qualification:

  • Any Bachelor’s degree (or equivalent) in operations management, business administration, or related field
  • Six Sigma or Lean certification will be an added advantage
  • Proven experience in leading a sales team of at least 25 members.
  • Strong knowledge of sales frameworks and strategies.
  • Excellent communication, interpersonal, and leadership skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work under pressure and meet tight deadlines.
  • Proficient in using CRM software and other sales-related tools.


Experience:

  • Minimum of 8+ years of experience in International BPO/Call Center
  • Two or more years of proven success in an operations management role
  • Minimum 6+ years of international BPO experience in customer service with sales domain is a must
  • Two or more years of proven success in an operations management role


Required skills:

  • Strong time management, people management and decision-making skills
  • Adaptability and accountability
  • Organizational skills including the ability to multitask, set priorities, and follow up promptly
  • Positive attitude and proactive approach
  • Proven experience in quality management
  • Excellent organizational and leadership skills
  • Proficient in MS Office and other CRM and analytics tools
  • In-depth understanding of quality control procedures and relevant legal standards
  • Excellent math abilities and working knowledge of data analysis/statistical methods
  • Certification of quality control is a strong advantage
  • Sales performance analysis
  • Customer relationship management
  • Strong skills in budget development and oversight
  • Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
  • Proficiency in conflict management and business negotiation processes

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