Operations Manager

9 hours ago

Kolkata, West Bengal, India 7b4be97f-8972-4eeb-9048-ac9b22d09847 Full time ₹ 6,00,000 - ₹ 9,60,000 per year

Location: Bhubaneswar ( Work from Home & Office)

Experience: Minimum 5+ Years in International Outbound BPO

Salary Package: ₹60,000 to ₹80,000 per Month (Fixed) + High Performance Incentives

Joining: Immediate 29th Nov 2025

Role Overview

We are hiring a complete Operations Leader who can independently manage Operations + Quality + Recruitment for our International Outbound Lead Generation Process.

This is a core leadership role responsible for:

  • Revenue delivery
  • Team performance
  • Hiring & retention
  • Quality & compliance
  • Client satisfaction

You will be reporting directly to the top management and will own complete operational performance.

Key Responsibilities1. Operations & Delivery

  • End-to-end handling of international outbound campaigns.
  • Daily, weekly, and monthly target planning & achievement.
  • Agent productivity, shift planning & utilization control.
  • Live dashboards:
  • Leads | Appointments | Conversions | Talk Time | AHT | Closures

  • Client reporting & performance calls.

  • CRM, dialer & data flow management.

  • SLA, conversion & appointment show-up accountability.2. Quality Control

  • Build & enforce QA frameworks.

  • Live call monitoring + call audits.
  • Coaching, retraining & performance correction.
  • Conversion improvement strategies.
  • International compliance enforcement (DNC, TCPA, GDPR as applicable).

3. Recruitment & Ramp-Up

  • Hiring Team Leaders, QA, Trainers & Agents.
  • Conduct interviews, multilingual voice tests & onboarding.
  • Tie-ups with consultants & local hiring sources.
  • Maintain continuous hiring pipeline.
  • Reduce attrition through strong engagement control.

4. Training & People Development

  • Script, product & objection handling training.
  • Fresh batch launches & refreshers.
  • SOPs, pitch decks & process documentation.
  • Leadership grooming for future TLs.

5. Discipline, Compliance & Governance

  • Attendance, punctuality & productivity discipline.
  • Zero tolerance on data misuse or process leakage.
  • KPI-based strict performance culture.
  • SOP-driven structured operations.

Mandatory Requirements

  • 5+ Years in International Outbound BPO Operations.
  • Strong hands-on experience in:
  • Lead Generation
  • Appointment Setting
  • Sales Campaigns
  • Proven experience managing:
  • 50–200+ Agents
  • Multi-campaign environments
  • Strong knowledge of:
  • Dialers: Vicidial / Five9 / CallHippo / GoAutoDial
  • CRM Systems
  • Google Sheets & MIS Reporting
  • Excellent spoken & written English.
  • Strong leadership, pressure handling & execution mindset.

Compensation & Growth

  • ₹60,000 to ₹80,000 Fixed Salary
  • High Monthly Performance Incentives
  • Fast-track career growth
  • P&L responsibility in future expansion
  • Long-term leadership role in a scaling International BPO

Job Type: Full-time

Pay: ₹60, ₹80,000.00 per month

Benefits:

  • Provident Fund

Work Location: Remote

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