Operations Manager

Operations Manager

Role Summary

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

• 58 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.

Preferred Skills

• Expertise in outbound sales campaigns.
• Strong analytical and reporting skills.
• Experience in performance improvement and process optimization.
• Ability to manage multiple stakeholders in a fast-paced environment.
• Advanced proficiency in Microsoft Excel