Contact Center Operations Manager

Job Title: Contact Center Sales Manager

Location: [Malad west, Mumbai / Branch Name]

Department: Sales / Contact Center

Reports To: Head of Sales / Operations Manager

About Us

Aliens Tattoo is a high-energy, fast-growing premium tattoo studio chain valued at $20M. With 16+studios across India and a dynamic team of 160+ professionals based in Mumbai, we are redefining tattoo artistry with innovation, creativity, and a commitment to excellence. Our culture thrives on openness, integrity, personal growth, and continuous learning.

About the Role:

We are looking for a dynamic and driven Contact Center Sales Manager to lead our inside sales team. The ideal candidate will be responsible for driving sales performance, achieving revenue targets, ensuring excellent customer experience, and maintaining high operational standards.

Key Responsibilities:
• Lead, manage, and motivate the contact center sales team to achieve individual and team targets.
• Develop and implement sales strategies to maximize conversion and revenue.
• Monitor performance metrics (calls, conversions, sales, and retention) and take corrective actions where required.
• Conduct regular coaching, training, and performance reviews for team members.
• Ensure adherence to company processes, scripts, and compliance guidelines.
• Collaborate with marketing and operations to align campaigns and improve lead quality.
• Analyze sales reports and customer feedback to optimize sales approach and customer satisfaction.
• Manage workforce planning, shift scheduling, and daily operations to ensure smooth team functioning.
• Handle escalated customer queries or complaints effectively.
• Foster a positive, energetic, and performance-driven culture within the team.

Requirements:
• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred).
• 3–6 years of experience in contact center / inside sales, with at least 2 years in a managerial role.
• Proven track record of meeting and exceeding sales targets.
• Strong leadership, motivational, and team management skills.
• Excellent communication, negotiation, and problem-solving abilities.
• Proficient in CRM tools and sales performance dashboards.
• Ability to work in a fast-paced, target-driven environment.

What We Offer:
• Competitive salary and performance-based incentives.
• Growth opportunities within a fast-scaling organization.
• Dynamic work culture with focus on innovation and teamwork.