Job Description:
1. Team Leadership & Performance Management:
- Lead, mentor, and manage multiple calling teams (Sales/Pre-Sales) to coordinate and execute high-impact campaigns and on-ground activations.
- Monitor the daily performance of calling teams, ensuring strict adherence to scripts, achievement of conversion targets, and key productivity metrics.
- Ensure the calling team's performance is directly aligned with overarching campaign objectives and KPIs.
2. Campaign Coordination & Execution:
- Coordinate with internal teams (Sales, Brand, Operations, Tech), vendors, and external partners to ensure the timely and successful rollout of all campaigns.
- Act as the primary point of contact for resolving escalations and operational issues that arise during campaign execution.
3. Process Optimization & SOP Development:
- Develop, implement, and refine Standard Operating Procedures (SOPs) to streamline execution processes, reduce turnaround times, and improve overall operational efficiency.
- Proactively identify operational bottlenecks and lead continuous improvement initiatives to enhance campaign effectiveness.
4. Data Management & Reporting:
- Track, monitor, and analyze campaign progress and team performance using advanced Excel-based dashboards and MIS reports.
- Maintain meticulous and accurate documentation of campaign performance, execution milestones, and team metrics.
- Prepare and present performance reports and strategic insights to senior management.
5. Stakeholder Management:
- Collaborate closely with key stakeholders across various departments to maintain seamless communication, manage expectations, and facilitate swift issue resolution.
- Ensure all operational activities adhere to agreed-upon Service Level Agreements (SLAs).
Required Skills and Qualifications
- Experience: 2–5 years of proven experience in operations, campaign execution, team management, or a similar role.
- Team Management: Demonstrable experience in managing Sales, Pre-Sales, or Telecalling teams, with a strong focus on performance monitoring and target achievement.
- Technical Proficiency: Strong proficiency in Excel and/or Google Sheets is mandatory (including advanced formulas, VLOOKUP, HLOOKUP, pivot tables, creating dashboards, and MIS trackers).
- Coordination Skills: Exceptional coordination, communication, and stakeholder management skills with the ability to work effectively across cross-functional teams.
- Mindset: A process-oriented mindset with high attention to detail and a commitment to accuracy.
- Project Management: Proven ability to manage multiple projects and competing deadlines simultaneously in a high-pressure environment.
- Ownership: A proactive, problem-solving attitude with a strong sense of ownership and accountability.
Preferred Qualifications
- Prior experience in B2C/B2B calling operations is highly preferred.
- Hands-on experience in on-ground campaign execution or field operations is a significant advantage.
- Experience in a cross-functional role with both strategic and operational responsibilities.
Key Performance Indicators (KPIs)
Your success in this role will be measured by:
- Efficiency: Measurable improvement in campaign permission and execution Turnaround Time (TAT).
- Team Performance: Consistent achievement of productivity and performance targets by the calling teams (e.g., calls per day, conversion rates).
- Reporting Accuracy: High accuracy and on-time delivery of all MIS reports and execution trackers.
- Operational Excellence: Demonstrable reduction in operational errors and faster resolution of escalations.
- Stakeholder Satisfaction: Positive feedback from internal stakeholders and consistent adherence to all SLAs.
MUST HAVE:
- Engineering Degree
- Managing operations in current role with reporting of 30-40 people
- 4-8 yrs of experience
