About the Job
We are looking for a results-driven Manager Operations Sales to lead and optimize our contact center operations. The ideal candidate will be responsible for managing day-to-day sales operations, meeting targets, enhancing customer satisfaction, and ensuring seamless execution of business objectives. This role requires strong leadership, analytical skills, and the ability to drive a high-performance sales team in a fast-paced environment.
Roles and Responsibilities:
- Operations & Sales Management
- Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets.
- Set, track, and achieve sales and performance KPIs, ensuring SLA adherence.
- Establish and maintain strong client relationships, acting as the primary point of contact for engagement and reporting.
- Drive sales strategies, monitor performance metrics, and take corrective actions to optimize outcomes.
- Lead daily operations, ensuring timely follow-ups on customer inquiries and escalations.
- Team Leadership & Performance Management
- Directly manage team leaders and agents, ensuring effective resource allocation and goal setting.
- Conduct performance reviews, training sessions, and coaching programs to enhance employee capabilities.
- Monitor team adherence to company policies, including attendance, leave schedules, and productivity metrics.
- Implement employee development initiatives such as mentoring and career progression plans.
- Hire and onboard team leads and managers, ensuring smooth induction and integration into operations.
- Client & Stakeholder Management
- Build strong partnerships with clients by ensuring operational alignment with their expectations.
- Conduct weekly and monthly review meetings to track progress and identify areas of improvement.
- Implement escalation and governance models to streamline communication and issue resolution.
- Collaborate with internal departments to enhance service delivery and operational efficiency.
- Process Improvement & Compliance
- Identify and drive continuous improvement initiatives to optimize sales and service quality.
- Ensure compliance with audit requirements, security policies, and operational standards.
- Develop and enforce best practices to maintain high levels of employee and customer satisfaction.
Skills Required
- Candidate must have experience into managing a telesales team of 100 to 150 people
- Candidate must have experience into managing end to end call center sales operations
- Candidate must be fluent in Malayalam and English
Interested candidates can share their updated resume at [Confidential Information]
