Description
Senior / Operations Manager – US Outbound Sales Process

Location: Mohali | In office Work | Night Shift Aligned with US Time Zone
Role Purpose : The Senior / Operations Manager is the single-point owner of P&L;, performance, and governance for a US outbound sales process. The role integrates revenue delivery, customer experience, people effectiveness, and operational efficiency into one unified management framework. This position demands a data-led, commercially astute leader with deep expertise in international outbound call center operations, advanced KPI/OKR governance, and Balanced Scorecard–driven performance management. The incumbent will translate client objectives into scalable, repeatable execution while building a high-performance culture in a pure night-shift setting.

Role Snapshot
● Position: Senior / Operations Manager – US Outbound Sales, Function: Outbound Voice – Current Customer Acquisition, Cross-sell & Upsell (US Market)
● Reporting Line: Director - Call Center Operations
● Matrix Interface: US Client Stakeholders, WFM, MIS, HR, Training, Quality,



Tech & Finance

P&L; Ownership, Governance & Performance Architecture
● Own the end-to-end P&L; for the process, balancing revenue growth, margins, and cost-to-serve while maintaining delivery quality and compliance.
● Design, implement, and govern a Balanced Scorecard across four lenses: Financial, Customer, Process, and People.
● Translate client and organizational goals into annual and quarterly OKRs, cascading them into actionable KPIs for Team Leaders and agents.
● Drive a rigorous performance cadence, daily huddles, WBRs, and MBRs/QBRs with structured root-cause analysis and corrective action tracking.
Campaign Excellence, Dialer Strategy & WFM
● Lead end-to-end campaign management across list strategy, scripting, pilot design, ramp-up, and optimization.
● Optimize dialer strategies (predictive) to maximize contactability and conversion within compliance thresholds.
● Partner with Workforc

📌 Senior Operations Manager Sahibzada Ajit Singh Nagar
🏢 SKYSUN
📍 Sahibzada Ajit Singh Nagar