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 (Bidhannagar)
🏢 Fastinfo Legal Services
📍 Bidhannagar