Job Title: Assistant Manager - Operations (Sales & Customer Support)

Location: Bhopal

Department: Operations

Reports To: Operations Manager

Job Summary

We are looking for an experienced Assistant Manager - Operations to lead and manage our Sales & Customer Support teams. The ideal candidate will be responsible for driving performance, ensuring process efficiency, and enhancing customer satisfaction while meeting business objectives.

Key Responsibilities

• Operational Management:
• Manage day-to-day operations of Sales and Customer Support teams to ensure KPIs and SLAs are met.
• Develop and implement strategies to improve team productivity and performance.
• Monitor and analyze key metrics (sales conversion, AHT, CSAT, retention, etc.) to drive continuous improvement.
• Coordinate with cross-functional teams to optimize processes and enhance customer experience.
• Team Leadership & Development:
• Lead, mentor, and develop a team of team leaders and agents to achieve business goals.
• Conduct regular performance reviews, provide coaching, and manage escalations.
• Foster a high-performance work culture with strong employee engagement.
• Sales & Customer Experience Enhancement:
• Drive revenue growth by implementing effective sales strategies and customer retention techniques.
• Ensure high levels of customer satisfaction by refining service delivery and quality assurance processes.
• Identify training needs and work with L&D teams to enhance sales and customer handling skills.
• Process Improvement & Compliance:
• Identify process gaps and implement improvements to enhance efficiency and effectiveness.
• Ensure compliance with company policies, industry regulations, and client requirements.
• Manage risk and resolve operational issues proactively.
• Reporting & Stakeholder Management:
• Prepare and present performance reports, forecasts, and insights to senior management.
• Collaborate with clients and internal stakeholders to align operational goals with business objectives.
• Work closely with the Quality and Training teams to drive excellence.
  
  

Key Requirements

• Education: Graduate/Postgraduate in Business Administration, Management, or a related field.
• Experience: 5-8 years in BPO operations with at least 2+ years in a leadership role managing Sales & CX support teams.
• Skills & Competencies:
• Strong leadership and team management abilities.
• Excellent communication and stakeholder management skills.
• Expertise in sales conversion, customer retention, and support operations.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge of CRM tools, sales strategies, and BPO industry best practices.
  
  

Benefits

• Competitive salary with performance-based incentives.
• Health insurance and other benefits.
• Career growth opportunities in a dynamic work environment.
• Learning & development programs.