Operations Manager II - Sales

ROLE:- Sales Manager

DESIGNATION:- Operations Manager - Sales

LOCATION:- Bangalore

YEARS OF EXPERIENCE:- 5-8+ years relevant experience in Sales Operations and 10 years as overall experience.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

Sales Performance Management

• Monitor and analyze sales performance metrics, KPIs, and productivity indicators.
• Identify trends, opportunities, and risks impacting sales performance.
• Develop performance dashboards and executive reporting for leadership reviews.
• Conduct regular business reviews and recommend improvement actions.

Process Optimization

• Standardize and streamline sales processes to improve efficiency.
• Identify operational gaps and implement scalable solutions.
• Lead process improvement initiatives focused on productivity, conversion, and customer experience.
• Establish governance mechanisms and operational controls.

Stakeholder Management

• Collaborate with Client Leadership, Operations, and Training teams.
• Communicate performance insights and action plans to senior stakeholders.

Customer experience metrics

• Monitor and drive key customer experience metrics, including CSAT, CES, Customer Retention, Churn Rate, Repeat Contact Rate, and Complaint Rate.
• Analyze the relationship between sales activities and customer satisfaction outcomes.
• Track customer journey performance to identify friction points impacting conversion, retention, and loyalty.
• Partner with Customer Success, Service Operations, and Quality teams to implement customer-centric improvements.
• Lead root cause analysis for customer complaints, escalations, and negative feedback trends.
• Establish governance around customer experience KPIs and ensure accountability across sales teams.

Key Skills and Knowledge:

• 5-8+ years of experience in Sales Operations, Revenue Operations, Business Operations, or Analytics.
• Experience supporting B2B and Consumer sales organizations.
• Proven experience in reporting, planning, and performance management.

Required Skills

• Sales Performance Management
• Process Improvement
• Stakeholder Management
• Excel, Strong communication and presentation skills

Education Qualification:

• Bachelor's degree in Business Administration, Operations, Analytics, or related and relevant experience.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'