Operation Manager

Swiggy; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Swiggy is seeking an experienced Operations Manager to lead high-volume outbound sales operations in Bengaluru. You will manage a 100+ executive team under Team Leaders, overseeing dialer operations, MIS reporting, and performance improvement initiatives to achieve KPIs.

You will drive daily reviews, coordinate with cross-functional teams, and deliver actionable plans to optimize productivity, adherence, and service levels. Strong analytics and communication skills are essential.

Qualifications

• 5–8 years in BPO/call center sales operations.
• 2+ years leading 100+ executives via Team Leaders.
• Hands-on with outbound dialers: Ameyo, Ozonetel, Genesys, Vicidial.
• Strong MIS reporting, Excel/Sheets, dashboards & analytics.
• Experience managing sales KPIs, productivity, conversions & workforce planning.
• Strong stakeholder management, problem solving & decision making.
• Excellent communication and people management skills.

Responsibilities

• Manage end-to-end outbound sales operations and KPIs.
• Lead 100+ executives through Team Leaders; ensure productivity and targets.
• Monitor metrics: Attempts, Connect%, Conversion, Productivity, AHT, Adherence, Occupancy, Quality.
• Drive daily performance reviews and action plans.
• Manage dialer operations: campaign planning, dialing strategy, lead allocation, CLIP.
• Analyze performance via MIS reports and dashboards to spot trends.
• Coordinate with Training, Quality, WFM, IT, and Reporting to improve efficiency.
• Ensure SLA compliance and timely issue resolution.
• Drive coaching and development plans for Leaders and executives.
• Prepare and present daily/weekly/monthly business performance reports to leadership.

Skills

Outbound sales ops

Team leadership

MIS reporting

Dialer operations

Analytics

Tools

Ameyo

Ozonetel

Genesys

Vicidial

Job description

Job Description

We are looking for an experienced Operations Manager to lead high-volume outbound sales operations. The candidate should have strong expertise in managing call center sales teams, dialer operations, MIS reporting, and driving operational performance while leading a team of 100+ executives.

Key Responsibilities

• Manage end-to-end outbound sales operations and ensure achievement of business KPIs.
• Lead and manage a team of 100+ executives through Team Leaders, ensuring productivity, adherence, and performance targets are consistently met.
• Monitor key operational metrics including Attempts, Connect%, Conversion, Productivity, AHT, Adherence, Occupancy, and Quality.
• Drive daily performance reviews, WBR/MBR discussions, and implement action plans to improve business outcomes.
• Manage dialer operations, including campaign planning, dialing strategy, lead allocation, CLIP management, and coordination with technology teams.
• Analyze operational performance through MIS reports and dashboards to identify trends, gaps, and improvement opportunities.
• Coordinate with Training, Quality, Workforce Management, IT, and Reporting teams to improve operational efficiency.
• Ensure SLA compliance, process adherence, and timely resolution of operational issues.
• Drive coaching, performance management, and development plans for Team Leaders and executives.
• Prepare and present daily, weekly, and monthly business performance reports to leadership.

Desired Candidate Profile

• 5-8 years of experience in BPO/Call Center Sales Operations.
• Minimum 2 years of experience managing a team of 100+ executives through Team Leaders.
• Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar platforms).
• Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational analytics.
• Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and operational governance.
• Strong stakeholder management, problem‑solving, and decision‑making skills.
• Excellent communication and people management abilities.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.