Operations Manager
7 days ago
Job Title
Senior Operations Manager Customer Service & Sales (BPO)
Reporting to- Director
Role Summary
Responsible for managing highvolume customer service and sales operations within a BPO environment. Drive execution of client contracts, service level commitments, revenue targets, and continuous improvement initiatives across customer service and tele sales. Uphold exceptional customer experience, quality, compliance, and team performance.
Key Responsibilities
Operations & Performance Management
- Lead multiple teams (250+ agents) and Supervisors under a 247 service model.
- Oversee daily operations in both inbound customer support and outbound tele sales or upselling.
- Ensure compliance with SLAs: customer service level, quality, CSAT/NPS scores, conversion and revenue targets.
- Monitor performance dashboards, analyze KPIs/trends, and implement action plans to drive improvement.
Sales & Revenue Enablement
- Drive sales pipeline growth, forecasting, conversion, upsell and cross-sell performance.
People Leadership & Development
- Manage frontline supervisors and through them a large agent pool, responsible for recruitment, training, staffing, and shift scheduling.
- Conduct coaching, feedback, performance reviews, and establish talent pipelines.
Process, Quality & Continuous Improvement
- Define and refine processes and SOPs. Lead Lean/Six Sigma or similar improvement initiatives.
- Work with Quality & Coaching to elevate audit performance and customer feedback.
Client & Stakeholder Engagement
- Act as an escalation point for clients and internal partners. Build strong relationships with customers.
- Lead regular business reviews and strategy presentations.
Qualifications & Skills
Experience
- 8-10 years in BPO or large-scale contact center operations; with 3-5years in a leadership or managerial role.
- Experience managing combined customer service and sales/tele sales functions preferred.
Education & Certifications
- Bachelors degree in business administration, Management, or related field; advanced degree or project management certification (e.g. Lean Six Sigma) is a plus.
Technical & Analytical
- Deep understanding of CRM platforms, WFM tools, KPI dashboards; strong proficiency in Microsoft Office (especially Excel, PowerPoint).
- Familiar with customer metrics: CSAT, NPS, SLA, accuracy, sales conversion, etc.
Leadership & Interpersonal
- Excellent communication skills and presentation capability for internal & external stakeholders.
- Proven ability to lead through change, influence cross-functional teams, and motivate large, distributed teams.
Soft Skills
- Strategic mindset, data-driven decision making, problem solving, adaptability, and coaching ability.
Common KPIs & Targets
Customer Service
SLA adherence (e.g. 80% wait), CSAT/NPS > benchmark
Quality & Compliance
Audit scores, error rates, regulatory compliance
Sales Performance
Sales conversion, upsell/cross-sell revenue, forecast accuracy
Operational Efficiency
Agent occupancy, absenteeism/attrition, cost per contact
Team & Leadership
Staff retention, development of new managers, performance reviews completion rate
Interested Candidates can call or WhatsApp on HR Prachi
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