Key Responsibilities
* Manage end-to-end sales operations and ensure achievement of business targets.
* Lead and mentor Team Leaders and Sales Executives to drive productivity and revenue.
* Monitor and improve key operational metrics including SLA, AHT, Productivity, Conversion, Quality, Shrinkage, and Attrition.
* Develop and implement strategies to control *employee attrition and shrinkage while maintaining workforce productivity.
* Ensure adherence to SLA and client/process requirements.
* Analyze daily, weekly, and monthly MIS reports and take corrective actions.
* Drive sales performance, conversion, revenue, and customer experience.
* Conduct performance reviews and implement action plans for underperforming teams.
* Coordinate with HR, Quality, Training, Workforce Management, and Client teams.
* Handle escalations and ensure smooth day-to-day process operations.
* Identify operational gaps and implement process improvement initiatives.
* Maintain compliance with company policies and client-defined KPIs.
Requirements
* Graduate in any discipline.
* 5+ years of experience in BPO Sales/Operations, preferably in a managerial role.
* Strong experience in SLA management, shrinkage control, attrition management, and sales performance.
* Excellent leadership, communication, analytical, and decision-making skills.
* Strong knowledge of MIS, KPIs, productivity, quality, and workforce metrics
* Ability to manage large teams in a high-pressure, target-driven BPO environment.
Pay: ₹35,000.00 - ₹45,000.00 per month
Benefits:
- Flexible schedule
- Paid time off
- Provident Fund
Work Location: In person
