Operations Manager

Job Summary

We are looking for an experienced and result-oriented Tele-Sales Operations Manager to manage and drive the performance of our call center tele-sales team. The ideal candidate will be responsible for achieving sales targets, managing team productivity, monitoring call quality, improving conversion rates, and ensuring an excellent customer experience. The candidate should have strong leadership, analytical, and operational management skills, preferably in a high-volume tele-sales or customer contact center environment.

Key Responsibilities

1. Tele-Sales Operations Management

• Manage day-to-day tele-sales operations and ensure achievement of daily, weekly, and monthly sales targets.
• Develop and implement strategies to improve lead conversion, revenue generation, and overall sales productivity.
• Monitor lead allocation, follow-ups, call volumes, and sales pipeline performance.
• Ensure effective utilization of leads and minimize lead leakage.

2. Team Management and Leadership

• Lead, motivate, and manage Team Leaders, Supervisors, and Tele-Sales Executives.
• Set individual and team-level KPIs and monitor performance against targets.
• Conduct regular performance reviews, coaching sessions, and sales training.
• Identify performance gaps and implement corrective action plans to improve productivity.

3. Performance Monitoring and MIS

• Track key performance indicators, including:
  • Calls per day and agent productivity
  • Lead-to-sale conversion ratio
  • Revenue and sales target achievement
  • Average handling time (AHT)
  • Call quality and customer satisfaction
  • Attendance, shrinkage, and attrition
• Prepare and present daily, weekly, and monthly MIS reports to senior management.
• Use data analytics to identify bottlenecks and improve operational efficiency.

4. Quality Assurance and Customer Experience

• Monitor call recordings and ensure adherence to approved calling scripts and sales processes.
• Ensure professional customer interaction, accurate product communication, and effective objection handling.
• Coordinate with the Quality and Training teams to improve sales pitch quality and customer engagement.
• Handle escalations and ensure timely resolution of customer concerns.

5. Process Improvement and Compliance

• Establish standard operating procedures (SOPs) for tele-sales operations.
• Ensure compliance with company policies, customer data protection requirements, and applicable telemarketing regulations.
• Identify opportunities to optimize workflows, reduce operational costs, and improve team efficiency.
• Coordinate with CRM, IT, HR, Quality, and Training teams to ensure smooth operations.

6. Recruitment, Training, and Retention

• Coordinate with HR and Talent Acquisition for manpower planning and timely hiring.
• Support onboarding, product training, and continuous skill development.
• Monitor absenteeism and attrition and implement employee engagement and retention initiatives.
• Build a performance-driven culture focused on accountability and target achievement.

Required Skills and Qualifications

• Graduate in any discipline; an MBA in Sales, Marketing, or Operations will be an advantage.
• 5–8 years of experience in tele-sales, contact center, or call center operations, with at least 2–3 years in a managerial role.
• Proven experience managing high-volume outbound tele-sales teams.
• Strong understanding of sales conversion, lead management, objection handling, and target-driven operations.
• Hands-on experience with CRM tools, dialers, Excel, and MIS reporting.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Ability to manage large teams in a fast-paced, target-oriented environment.

Key Performance Indicators (KPIs)

• Achievement of monthly sales and revenue targets.
• Improvement in lead conversion and agent productivity.
• Reduction in lead leakage, absenteeism, and employee attrition.
• Improvement in call quality and customer satisfaction.
• Effective manpower utilization and operational cost control.
• Timely and accurate submission of operational MIS reports.

Preferred Candidate Profile

The ideal candidate should be a proactive leader with a strong sales mindset, excellent team management capabilities, and a proven track record of delivering business results through tele-sales operations. Experience in healthcare, wellness, Ayurveda, D2C, e-commerce, or other consumer-focused businesses will be preferred.