Operations Manager

Job Title: Manager Sales Operations (BPM & Telesales)

Job Summary

We are looking for an experienced and result-oriented Manager Sales Operations to join our fast-growing Business Process Management (BPM) team at Globiva. In this role, you will be responsible for overseeing the performance, strategy, and daily mechanics of our high-volume telesales and customer-acquisition campaigns. You will ensure that our sales processes run efficiently, client SLA targets are exceeded, data reporting is precise, and front-line teams are enabled to maximize conversions.

Roles and Responsibilities

• Sales Delivery Management: Oversee end-to-end outbound/inbound contact center operations, ensuring optimized dialing strategies, talk-time efficiency, and high lead-to-sale conversion rates.
• Process & SLA Accountability: Drive operational excellence to meet and exceed client-defined KPIs, including Service Level Agreements (SLAs), Customer Satisfaction (CSAT), net conversion rates, and quality scores.
• Reporting & Data Analytics: Own the delivery of daily/weekly performance scorecards, shrinkage trackers, and conversion reports using MIS and visualization platforms
• Sales Enablement & Compliance: Partner with the Quality Assurance and Training teams to continuously upskill agents, deploy effective sales scripts, and maintain strict compliance with industry regulations.
• Client Relationship Management: Act as a primary operational touchpoint for client stakeholders, leading regular business reviews (MBRs/QBRs) and scaling strategies based on data trends.
• Workforce & Incentive Management: Strategize agent alignment, roster planning, and performance incentive programs to reduce attrition and boost overall sales floor energy.

Job Requirements

• Experience: 510 years of professional experience in BPO / BPM operations, with at least 2–3 years managing dedicated Outbound Sales, Telesales, or Insurance operations.
• Industry Domain: Strong background handling domestic or international commercial accounts (BFSI, Telecom, E-commerce, or Insurance sectors are highly preferred).
• Technical Skills: Proficient with dialer software management (e.g., Vicidial, Ameyo, Avaya), CRM systems, advanced Microsoft Excel, and structural reporting tools.
• Leadership Capabilities: Strong people management skills with a proven track record of leading a multi-tiered sales floor structure (including Team Leaders and Quality Analysts).
• Communication: Exceptional verbal and written English communication skills; fluency in regional languages is an added advantage.