Operations and Sales Manager

Team Size: Four Sales Telecallers and one Accountant

Reporting To: Director / Business Owner

We are looking for a hands-on Operations and Sales Manager who can lead the sales team, supervise daily office operations, monitor accounts and collections, improve customer service, and ensure that company targets are achieved.

This is not a desk-only management position. The Manager must actively coach telecallers, review difficult leads, support important sales closures, solve operational problems, and provide management with accurate daily and monthly reports.

- Key ResponsibilitiesSales ManagementSet daily, weekly, and monthly targets for the telecalling team.
- Conduct short daily meetings to review targets, priorities, pending follow-ups, and challenges.
- Monitor calls, lead response times, follow-up activity, appointments, conversion rates, and revenue.
- Review the quality of sales conversations and provide regular coaching.
- Assist team members with difficult objections and high-value closures.
- Ensure that leads are distributed fairly and contacted promptly.
- Prevent leads from being ignored, duplicated, manipulated, or taken outside the company.
- Develop call scripts, objection-handling responses, follow-up sequences, and sales processes.
- Monitor individual performance and prepare improvement plans where required.
- Coordinate incentive calculations with the Accountant.
- Operations ManagementSupervise the complete customer journey from initial enquiry to payment and service delivery.
- Ensure smooth coordination between sales, accounts, documentation, and management.
- Monitor pending documents, customer commitments, service deadlines,



complaints, and refunds.
- Establish standard operating procedures and ensure that employees follow them.
- Resolve escalated customer concerns professionally and promptly.
- Maintain adequate staffing, attendance, discipline, and work allocation.
- Train current employees and evaluate them during probation.
- Protect customer information, business records, pricing, and internal processes.
- Ensure that employees communicate accurately and do not make unauthorised promises.
- Financial and Administrative OversightReview daily collections, outstanding payments, refunds, expenses, and bank reconciliation reports.
- Verify invoices, incentive reports, payroll information, and major expense requests.
- Coordinate with the Accountant and external CA or compliance adviser.
- Ensure that transactions have proper approvals and supporting documentation.
- Monitor office expenses and recommend cost controls.
- Provide management with a clear view of sales, collections, expenses, and operational risks.

Management ReportingSubmit reports covering:

- New leads received and contacted
- Calls and follow-ups completed
- Qualified opportunities and appointments
- Sales conversions and revenue
- Payments received and outstanding
- Customer cases and pending documents
- Complaints, refunds,



and escalations
- Employee attendance and performance
- Operational or compliance risks
- Priorities for the following period
- Candidate RequirementsBachelor’s degree in Business Administration, Sales, Marketing, Commerce, or a related discipline.
- Approximately 4–7 years of relevant experience, including at least 2 years in team leadership.
- Demonstrated experience managing telesales, inside-sales, consultancy, or customer-service teams.
- Strong ability to manage targets, analyse performance, and coach underperforming employees.
- Excellent spoken and written English and Hindi.
- Strong working knowledge of CRM systems, Excel or Google Sheets, reporting, and business communication.
- Basic understanding of invoicing, collections, payroll, expenses, and business compliance.
- Strong leadership, judgement, integrity, and problem-solving ability.
- Willingness to take ownership and remain accountable for team results.
- Key Performance IndicatorsTotal monthly sales and collections
- Lead response time
- Lead-to-customer conversion rate
- Follow-up completion rate
- Telecaller productivity and attendance
- Customer satisfaction and complaint resolution
- Accuracy of sales and financial reports
- Reduction in overdue payments
- Employee retention and performance improvement
- Compliance with company procedures

Management AuthorityThe Manager may assign leads, set daily work priorities, approve routine operational actions within authorised limits, recommend incentives or disciplinary action, and escalate significant financial or customer matters to the Director.

📌 Business Development Manager (BDM) (Mumbai)
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