Operation Manager

We are looking for an experienced Operations Manager to lead high-volume outbound sales operations.

The candidate should have strong expertise in managing call center sales teams, dialer operations, MIS reporting, and driving operational performance while leading a team of 100+ executives.

Key Responsibilities ● Manage end-to-end outbound sales operations and ensure achievement of business KPIs. ● Lead and manage a team of 100+ executives through Team Leaders, ensuring productivity, adherence, and performance targets are consistently met. ● Monitor key operational metrics including Attempts, Connect%, Conversion, Productivity, AHT, Adherence, Occupancy, and Quality. ● Drive daily performance reviews, WBR/MBR discussions, and implement action plans to improve business outcomes. ● Manage dialer operations, including campaign planning, dialing strategy, lead allocation, CLIP management, and coordination with technology teams. ● Analyze operational performance through MIS reports and dashboards to identify trends, gaps, and improvement opportunities. ● Coordinate with Training, Quality, Workforce Management, IT, and Reporting teams to improve operational efficiency. ● Ensure SLA compliance, process adherence, and timely resolution of operational issues. ● Drive coaching, performance management, and development plans for Team Leaders and executives. ● Prepare and present daily, weekly, and monthly business performance reports to leadership.

Desired Candidate Profile ● 5–8 years of experience in BPO/Call Center Sales Operations. ● Minimum 2 years of experience managing a team of 100+ executives through Team Leaders. ● Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar platforms). ● Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational analytics. ● Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and operational governance. ● Strong stakeholder management, problem-solving, and decision-making skills. ● Excellent communication and people management abilities.

Desired Candidate Profile ● 5–8 years of experience in BPO/Call Center Sales Operations. ● Minimum 2 years of experience managing a team of 100+ executives through Team Leaders. ● Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar platforms). ● Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational analytics. ● Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and operational governance. ● Strong stakeholder management, problem-solving, and decision-making skills. ● Excellent communication and people management abilities.