Operations/Sales & Customer Service Manager - Voice Process - BPO
Job details
Job description, work day and responsibilities
Job Title: Operations, Sales & Customer Service Manager - Voice Process
Location: Delhi
Experience Required: Minimum 10 Years (Managerial Level)
Employment Type: Full-Time
Industry: BPO / Call Center / Outsourcing
About the Role:
We are seeking a dynamic and experienced Operations, Sales & Customer Service Manager to lead and drive performance across multiple processes within our BPO operations.
This is a strategic leadership position that requires deep exposure to the BPO industry, strong command over data and insights, a problem-solving mindset, and a proven track record of delivering exceptional results in both sales and service environments.
The ideal candidate is not just an executor but a strategic thinker and innovator, capable of building systems from scratch, managing large teams, and scaling high-performance processes in a fast-paced environment - especially one with startup DNA.
Key Responsibilities:
Operational Excellence:
- Own day-to-day operations across inbound, outbound, voice, and non-voice processes.
- Ensure high service levels, SLA adherence, and consistent quality across all verticals.
- Build SOPs, workflows, and process maps to drive efficiency, accountability, and consistency.
- Optimize workforce planning, shift management, and productivity tools.
Sales & Upselling Performance:
- Design and lead high-converting sales and upsell processes across different verticals.
- Drive revenue growth through consultative selling, cross-selling, and upselling strategies.
- Continuously improve scripts, call flows, and training content based on feedback and conversion metrics.
Customer Service Leadership:
- Deliver world-class customer experiences that translate to high CSAT, NPS, and FCR.
- Handle escalation frameworks, train teams on customer empathy, and promote resolution ownership.
- Build proactive customer service culture instead of reactive problem-solving.
Data-Driven Leadership:
- Leverage real-time and historical data to track team KPIs, AHT, conversion, attrition, and customer feedback.
- Develop dashboards and reports that drive transparency and action.
- Use insights to identify performance gaps and lead structured interventions.
Strategic & Creative Problem Solving:
- Tackle operational challenges using first-principles thinking.
- Innovate with out-of-the-box solutions to increase performance, reduce attrition, and lower costs.
- Identify tech and automation opportunities and lead implementation.
Startup & Scale-up Experience:
- Set up processes, teams, and systems from zero; thrive in high-growth, resource-lean environments.
- Work cross-functionally with tech, HR, product, and leadership to drive org-wide impact.
- Lead from the front and foster a culture of ownership, hustle, and continuous learning.
Requirements:
- Minimum 7 years of managerial experience in BPO operations, sales, and customer service.
- Proven success in managing multiple BPO processes across industries (voice/non-voice, domestic/international).
- Experience working with or in startups, especially having built or scaled operations from scratch.
- Strong understanding of CRM systems, dialers, and performance management tools.
- Advanced skills in Excel, data interpretation, and decision-making based on KPIs.
- Excellent communication, leadership, and team-building skills.
- Ability to take full ownership of outcomes and thrive in a performance-driven culture.
Preferred Qualities:
- Strategic thinker with hands-on execution mindset.
- High ownership, resourcefulness, and results orientation.
- Exceptional problem-solving, delegation, and team mentoring abilities.
- Passion for building efficient systems and scaling them quickly
Company address
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Offer ID: #1096153,
Published: 5 days ago,
Company registered: 5 months ago
