BPO Operations Manager

Description:

We are seeking an experienced and dynamic Operations Manager for an international BPO to lead our sales team. The ideal candidate will have a proven track record in managing sales teams, delivering sales targets on time, and implementing effective operational frameworks for success. This role requires strong leadership skills.

Roles and Responsibilities:
• Lead and manage a sales team of 25 members or more to achieve and exceed sales targets through chats, emails, and calls.
• Develop and implement sales strategies and frameworks to optimize team performance and ensure the timely delivery of sales goals.
• Monitor and analyze sales metrics to identify areas of improvement and drive continuous improvement initiatives.
• Ensure effective communication and collaboration within the team and with other departments to streamline the processes.
• Provide coaching, mentoring, and training to the sales team to enhance their skills and performance.
• Implement and maintain quality standards using Six Sigma methodologies to improve efficiency and effectiveness.
• Prepare and present regular sales reports and forecasts to senior management.
• Handle escalations and provide solutions to complex sales and operational issues.
• Maintain a high level of customer satisfaction by ensuring the sales team meets and exceeds customer expectations.

Qualification:
• Any Bachelor’s degree (or equivalent) in operations management, business administration, or related field
• Six Sigma or Lean certification will be an added advantage
• Proven experience in leading a sales team of at least 25 members.
• Strong knowledge of sales frameworks and strategies.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and meet tight deadlines.
• Proficient in using CRM software and other sales-related tools.

Experience:
• Minimum of 8+ years of experience in International BPO/Call Center
• Two or more years of proven success in an operations management role
• Minimum 6+ years of international BPO experience in customer service with sales domain is a must
• Two or more years of proven success in an operations management role

Required skills:
• Strong time management, people management and decision-making skills
• Adaptability and accountability
• Organizational skills including the ability to multitask, set priorities, and follow up promptly
• Positive attitude and proactive approach
• Proven experience in quality management
• Excellent organizational and leadership skills
• Proficient in MS Office and other CRM and analytics tools
• In-depth understanding of quality control procedures and relevant legal standards
• Excellent math abilities and working knowledge of data analysis/statistical methods
• Certification of quality control is a strong advantage
• Sales performance analysis
• Customer relationship management
• Strong skills in budget development and oversight
• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
• Proficiency in conflict management and business negotiation processes