ORN Journeys is HIRING | PROCESS MANAGER – SALES OPERATIONS & LEAD CONVERSION

ORN Journeys is looking for a Process Manager – Sales Operations & Lead Conversion to drive operational excellence, improve lead management and ensure effective funnel conversion.

? Role Overview The Process Manager will own the complete customer lead-management process, from lead assignment to booking closure.

This role focuses on ensuring every lead is accurately allocated, contacted, tracked and followed up within defined timelines while maintaining strong CRM discipline and process efficiency.

? Key Responsibilities

- Ensure accurate lead allocation based on capacity, language, city, product, and advisor specialization. Monitor first-call SLAs, call attempts, connectivity, meaningful conversations, and advisor productivity.
- Track the complete lead lifecycle, from initial contact to booking closure.
- Ensure qualified leads have accurate expected booking dates (EBD), next actions, and callback dates recorded in CRM.
- Monitor appointments, overdue follow-ups, lead aging, and CRM completeness.
- Identify uncontacted, unconnected, and stalled leads and coordinate recovery actions.
- Prepare and publish accurate daily MIS reports and sales funnel reports.
- Analyse conversion gaps and lead leakage across advisors, sources, cities, and products.




- Collaborate with SME Team Managers to maintain process discipline and improve funnel visibility.

? Key Performance Expectations

- Timely lead allocation and adherence to agreed SLAs.
- First-call SLA compliance and customer connectivity rates.
- Advisor productivity and meaningful customer interactions.
- Timely follow-ups and reduction in overdue leads.
- Accurate CRM updates and lead-stage management.
- Improved funnel conversion and reduced lead leakage.
- Timely and accurate MIS reporting.

? Ideal Candidate Profile

?5–10 years of experience in BPO operations, contact-center operations, inside sales or lead management.

?Experience managing advisors, agents or team leaders.

?Strong knowledge of CRM systems, dialers, Excel, MIS, and funnel reporting.

?Ability to analyse operational metrics and identify conversion gaps.

?Strong understanding of lead lifecycle management and sales operations.

?Graduate qualification required; management qualification preferred.

?Travel industry experience will be an added advantage.

? Job Details

Position : Process Manager

Location : Hebbal, Bengaluru.

Experience : 5–10 Years

Salary : Competitive Salary as per candidate's experience and interview performance.

Employment Type : Full time

? Interested candidates

Apply at:

- [email protected] and [email protected]

📌 Process Manager (Bengaluru)
🏢 ORN Journeys
📍 Bengaluru