Operations Manager

Job Summary

Key Responsibilities

• Manage day-to-day tele-sales operations and ensure achievement of daily, weekly, and monthly sales targets.
• Develop and implement strategies to improve lead conversion, revenue generation, and overall sales productivity.
• Monitor lead allocation, follow-ups, call volumes, and sales pipeline performance.
• Ensure effective utilization of leads and minimize lead leakage.

• Lead, motivate, and manage Team Leaders, Supervisors, and Tele-Sales Executives.
• Set individual and team-level KPIs and monitor performance against targets.
• Conduct regular performance reviews, coaching sessions, and sales training.
• Identify performance gaps and implement corrective action plans to improve productivity.

• Track key performance indicators, including:
  • Calls per day and agent productivity
  • Lead-to-sale conversion ratio
  • Revenue and sales target achievement
  • Average handling time (AHT)
  • Call quality and customer satisfaction
  • Attendance, shrinkage, and attrition
• Prepare and present daily, weekly, and monthly MIS reports to senior management.
• Use data analytics to identify bottlenecks and improve operational efficiency.

• Monitor call recordings and ensure adherence to approved calling scripts and sales processes.
• Ensure professional customer interaction, accurate product communication, and effective objection handling.
• Coordinate with the Quality and Training teams to improve sales pitch quality and customer engagement.
• Handle escalations and ensure timely resolution of customer concerns.

• Establish standard operating procedures (SOPs) for tele-sales operations.
• Ensure compliance with company policies, customer data protection requirements, and applicable telemarketing regulations.
• Identify opportunities to optimize workflows, reduce operational costs, and improve team efficiency.
• Coordinate with CRM, IT, HR, Quality, and Training teams to ensure smooth operations.

• Coordinate with HR and Talent Acquisition for manpower planning and timely hiring.
• Support onboarding, product training, and continuous skill development.
• Monitor absenteeism and attrition and implement employee engagement and retention initiatives.
• Build a performance-driven culture focused on accountability and target achievement.

Required Skills and Qualifications

• Graduate in any discipline; an MBA in Sales, Marketing, or Operations will be an advantage.
• 5–8 years of experience in tele-sales, contact center, or call center operations, with at least 2–3 years in a managerial role.
• Proven experience managing high-volume outbound tele-sales teams.
• Strong understanding of sales conversion, lead management, objection handling, and target-driven operations.
• Hands-on experience with CRM tools, dialers, Excel, and MIS reporting.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Ability to manage large teams in a fast-paced, target-oriented environment.

Key Performance Indicators (KPIs)

• Achievement of monthly sales and revenue targets.
• Improvement in lead conversion and agent productivity.
• Reduction in lead leakage, absenteeism, and employee attrition.
• Improvement in call quality and customer satisfaction.
• Effective manpower utilization and operational cost control.
• Timely and accurate submission of operational MIS reports.

Preferred Candidate Profile