Key Responsibilities

* Manage end-to-end sales operations and ensure achievement of business targets.

* Lead and mentor Team Leaders and Sales Executives to drive productivity and revenue.

* Monitor and improve key operational metrics including SLA, AHT, Productivity, Conversion, Quality, Shrinkage, and Attrition.

* Develop and implement strategies to control *employee attrition and shrinkage while maintaining workforce productivity.

* Ensure adherence to SLA and client/process requirements.

* Analyze daily, weekly, and monthly MIS reports and take corrective actions.

* Drive sales performance, conversion, revenue, and customer experience.

* Conduct performance reviews and implement action plans for underperforming teams.

* Coordinate with HR, Quality, Training, Workforce Management, and Client teams.

* Handle escalations and ensure smooth day-to-day process operations.





* Identify operational gaps and implement process improvement initiatives.

* Maintain compliance with company policies and client-defined KPIs.

Requirements

* Graduate in any discipline.

* 5+ years of experience in BPO Sales/Operations, preferably in a managerial role.

* Strong experience in SLA management, shrinkage control, attrition management, and sales performance.

* Excellent leadership, communication, analytical, and decision-making skills.

* Strong knowledge of MIS, KPIs, productivity, quality, and workforce metrics

* Ability to manage large teams in a high-pressure, target-driven BPO environment.

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

- Adaptable schedule
- Paid time off
- Provident Fund

Work Location: In person

📌 Operations Manager (India)
🏢 Fastinfo Legal Services
📍 India