Job Title: Operations Manager – International Sales
Experience Required: Minimum 2years as Operations Manager in International BPO Sales Process
Job Location: Mohali, Punjab
Job Summary: The Operations Manager will be responsible for managing and driving performance of international sales calling teams, ensuring revenue targets, quality standards, and operational efficiency are consistently met. The role requires strong leadership, sales expertise, and process management skills in a BPO environment.
Key Responsibilities:
- Manage end-to-end operations of international outbound/inbound sales campaigns
- Drive team performance to achieve sales targets (daily/weekly/monthly)
- Monitor KPIs such as conversion rate, revenue per agent, AHT, and quality scores
- Lead, coach, and mentor Team Leaders and Sales Agents
- Conduct regular performance reviews, feedback sessions, and training programs
- Ensure compliance with international calling standards and client requirements
- Analyze MIS reports and implement strategies for process improvement
- Handle client communication, reporting, and escalations
- Optimize workforce planning, scheduling, and resource allocation
Key Skills Required:
- Strong experience in international sales (US/UK/AU processes preferred)
- Excellent leadership and team management skills
- Proven track record of achieving sales targets
- Strong analytical and problem-solving ability
- Knowledge of CRM tools and dialers
- Excellent communication and stakeholder management skills
- Ability to work in night shifts
KPIs / Performance Metrics:
- Sales revenue & conversion rates
- Team productivity and occupancy
- Quality and compliance scores
- Attrition and employee engagement levels
- Client satisfaction
Preferred Candidate Profile:
- Experience in managing teams of 20–100+ agents
- Exposure to high-volume sales campaigns
- Strong decision-making and leadership presence
- Ability to thrive in a target-driven, fast-paced environment
