BPO Outbound Sales

NTT DATA, Inc.; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A global IT service provider is seeking a candidate for a leadership role responsible for end-to-end delivery in Gurugram, India. This position oversees teams of agents, ensuring adherence to revenue targets and client satisfaction while managing training and operational improvements. Ideal candidates should have 5 to 10+ years of experience in BPO or sales operations, and telecom experience is a plus. Strong leadership and data-driven decision-making skills are essential in this role.

Qualifications

• 5 to 10+ years of experience in BPO / sales operations.
• Experience managing international voice processes.
• Telecom sales experience is an added advantage.

Responsibilities

• Manage teams of 25 agents per TL layer.
• Drive revenue targets, SLAs, and KPIs.
• Own performance reviews and productivity.
• Analyze reports and publish daily/weekly dashboards.
• Manage attrition, hiring coordination, and training alignment.
• Ensure compliance with client guidelines and processes.
• Handle client interactions, reviews, and escalations.
• Implement process improvements and sales strategies.
• Monitor quality, productivity, and operational efficiency.

Skills

Leadership and team management capability

Sales operations & metrics understanding

Stakeholder communication

Data-driven decision-making

Conflict resolution and people management

Job description

Role Summary

Leadership role responsible for end-to-end delivery, including team performance, SLA adherence, client communication, and operational governance.

Key Responsibilities

• Manage teams of 25 agents (per TL layer)
• Drive revenue targets, SLAs, and KPIs
• Own performance reviews, goal setting, and productivity
• Analyze reports and publish daily/weekly dashboards
• Manage attrition, hiring coordination, and training alignment
• Ensure compliance with client guidelines and processes
• Handle client interactions, reviews, and escalations
• Implement process improvements and sales strategies
• Monitor quality, productivity, and operational efficiency

Required Skills

• Strong leadership and team management capability
• Deep understanding of sales operations & metrics
• Excellent stakeholder communication (client-facing readiness)
• Data-driven decision-making
• Conflict resolution and people management

Eligibility

• 5 to 10+ years of experience in BPO / sales operations
• Experience managing international voice processes
• Telecom sales experience is an added advantage

KPIs / Metrics

• Team revenue & target achievement
• SLA adherence
• Attrition & retention
• Client satisfaction (CSAT / feedback)
• Operational efficiency (productivity, cost control)