Group Manager Operations

Job Title: Operations Manager - (Sales Process)Department: Operations / Business Process Outsourcing (BPO)Reports To: Senior Operations ManagerLocation: Gurugram IndiaEmployment Type: Full-TimeRole SummaryWe are seeking an experienced and results-driven Operations Manager to lead and scale our BPO sales delivery this high-impact role you will be responsible for driving revenue growth optimizing sales conversion metrics managing key client relationships and leading a high-performing team of Assistant Managers Team Leads and Sales Associates. The ideal candidate possesses deep expertise in managing large-scale outbound/inbound sales campaigns exceptional leadership skills and a data-driven approach to operational Responsibilities1. Sales Performance & Revenue ManagementOwn and exceed client-defined Service Level Agreements (SLAs) Key Performance Indicators (KPIs) and revenue sales funnels closelyincluding conversion rates average order value (AOV) customer acquisition cost (CAC) and pipeline velocityto identify growth bottlenecks and implement corrective continuous performance improvements through targeted coaching objection-handling workshops and incentive program designs.2. Client & Stakeholder ManagementAct as the primary operational point of contact for enterprise clients leading regular reviews operational catch-ups and Quarterly Business Reviews (QBRs).Translate client expectations into actionable floor strategies and ensure transparent communication regarding challenges milestones and strategic pivots.3. Leadership & People DevelopmentManage a large span of control overseeing a multi-tiered leadership team (Operations Managers Team Leaders and 150 Sales Representatives).Foster a high-energy performance-driven and engaging floor culture that minimizes attrition and maximizes employee training upskilling and career pathing frameworks in collaboration with the Learning & Development (L&D) team.4. Process Optimization & CompliancePartner with Quality Assurance (QA) and Compliance teams to ensure adherence to regulatory guidelines sales scripts and data security advanced analytics and CRM tools (e.g. Salesforce Zendesk) to track performance trends and automate routine operational process automation and digital transformation initiatives to reduce cost-per-acquisition and enhance agent Performance Indicators (KPIs)Metric CategoryTarget Focus AreaRevenue & SalesAchievement of gross/net revenue goals conversion rate targets and upsell/cross-sell EfficiencyAdherence to staffing schedules shrinkage control and occupancy SatisfactionCSAT NPS and client retention MetricsEmployee attrition rates internal promotion velocity and span-of-control Requirements & QualificationsEducation: Should be a Graduate or above in any streamExperience:Minimum of 1012 years of progressive experience in the BPO industry with at least 45 years in a senior leadership role managing large-scale Sales processes (B2B or B2C).Proven track record of managing operations with headcounts exceeding 150 Competencies:Exceptional command of sales metrics forecasting models and Coaching SkillsStrong expertise in CRM platforms MS Office and Data AnalysisHigh emotional intelligence (EQ) with proven experience in conflict resolution team motivation and stakeholder communication presentation and negotiation skills.

Qualifications :

Graduate

Remote Work :

No

Employment Type :

Full-time