BPO Outbound Sales

Role Summary

Leadership role responsible for end-to-end delivery, including team performance, SLA adherence, client communication, and operational governance.

Key Responsibilities

• Drive revenue targets, SLAs, and KPIs
• Own performance reviews, goal setting, and productivity
• Analyze reports and publish daily/weekly dashboards
• Manage attrition, hiring coordination, and training alignment
• Ensure compliance with client guidelines and processes
• Handle client interactions, reviews, and escalations
• Implement process improvements and sales strategies
• Monitor quality, productivity, and operational efficiency

Required Skills

• Deep understanding of sales operations & metrics
• Excellent stakeholder communication (client-facing readiness)
• Data-driven decision-making
• Conflict resolution and people management

Eligibility

• 1 to 4+ years of experience in BPO / sales operations
• Experience managing international voice processes
• Telecom sales experience is an added advantage

KPIs / Metrics

• Team revenue & target achievement
• SLA adherence
• Attrition & retention
• Client satisfaction (CSAT / feedback)
• Operational efficiency (productivity, cost control)