Silvermine Group | BPO Operations Manager | bangalore
2 weeks ago
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 10+ 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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