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.

Employment type
Full-time

Work arrangement
No