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 workplace.

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

Perks:
Adaptable schedule
Paid time off
Provident Fund

Work Location: In person

📌 Operations Manager Bidhannagar (India)
🏢 FastInfo Legal Services
📍 India