We are seeking an experienced and result-driven Customer Support Operations Manager for an international BPO environment 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 robust 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 improve

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