We are seeking an experienced and result-driven Customer Support Operations Manager for an international BPO workplace to lead a high-performing Customer Support and Sales Operations team. The ideal candidate should have strong experience managing a team of 5-10 members, driving sales performance, improving customer satisfaction, building operational discipline, and creating scalable processes. This role requires a strong leader who can use analytics, process optimization, SOPs, automation, and coaching to minimize effort and maximize outcomes.

KEY RESPONSIBILITIES:
Lead, manage, and develop a team of 5-10 customer support and sales operations members across calls, chats, emails, and back-office workflows.
Drive team performance to achieve monthly and seasonal sales targets, conversion goals, upsell targets, service levels, and customer satisfaction goals.
Monitor daily, weekly, and monthly performance metrics, including sales conversion, productivity, quality scores, CSAT, adherence, attendance, escalations, and agent-level performance.




Prepare and present regular performance reports, progress updates, forecasts, and action plans to senior management.
Build strong operational pipelines to improve speed, accuracy, customer experience, and overall business outcomes.
Define, document, and implement SOPs for key operational processes to ensure consistency, accountability, and scalability.
Identify process gaps, workflow delays, reporting gaps, and automation opportunities, then partner with internal teams to improve or automate them.
Use analytics and data insights to optimize team performance, improve resource utilization, reduce repeat issues, and increase customer satisfaction.
Coach, mentor, and guide team leaders, supervisors, SMEs, and frontline agents to improve communication, sales skills, service quality, and ownership.
Conduct regular performance reviews with team members and leadership teams, ensuring clear goals, feedback, and improvement plans.
Partner

📌 Team Lead Operations (Bengaluru)
🏢 Silvermine Group
📍 Bengaluru