Operations Manager

Globiva; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Globiva in Bengaluru, Karnataka (India) seeks an experienced Manager Sales Operations to lead high-volume BPM and telesales campaigns. You will drive end-to-end operations, optimize dialing, ensure client SLAs are met, and enable frontline teams to maximize conversions.

Ideal candidates bring 5–10 years in BPM/BPO operations, strong Excel, CRM, and dialer tooling skills, plus proven leadership and English communication proficiency.

Qualifications

• 5–10 years of experience in BPO/BPM operations, including outbound sales or telesales management.
• Experience handling domestic or international commercial accounts (BFSI, Telecom, E‑commerce, or Insurance preferred).
• Proficient with dialer software management (Vicidial/Ameyo/Avaya), CRM systems, advanced Excel, and reporting tools.
• Strong leadership with a track record of managing a multi-tier sales floor (Team Leaders, QA).
• Excellent verbal and written English communication; regional language skills are a plus.

Responsibilities

• Sales Delivery Management: Oversee end-to-end outbound/inbound contact center operations, optimizing dialing strategies and lead-to-sale conversions.
• Process & SLA Accountability: Meet/exceed KPIs, SLAs, CSAT, net conversions, and quality scores.
• Reporting & Data Analytics: Deliver daily/weekly performance scorecards, shrinkage trackers, and conversion reports.
• Sales Enablement & Compliance: Upskill agents, deploy scripts, ensure regulatory compliance.
• Client Relationship Management: Lead regular business reviews and scaling strategies based on data trends.
• Workforce & Incentive Management: Plan rosters and incentive programs to reduce attrition and boost morale.

Skills

Sales Operations

Outreach Management

CRM systems

Excel

Leadership

Communication

Tools

Vicidial

Ameyo

Avaya

Job description

Job Title: Manager Sales Operations (BPM & Telesales)

Job Summary

We are looking for an experienced and result-oriented Manager Sales Operations to join our fast-growing Business Process Management (BPM) team at Globiva. In this role, you will be responsible for overseeing the performance, strategy, and daily mechanics of our high-volume telesales and customer-acquisition campaigns. You will ensure that our sales processes run efficiently, client SLA targets are exceeded, data reporting is precise, and front-line teams are enabled to maximize conversions.

Roles and Responsibilities

• Sales Delivery Management: Oversee end-to-end outbound/inbound contact center operations, ensuring optimized dialing strategies, talk-time efficiency, and high lead-to-sale conversion rates.
• Process & SLA Accountability: Drive operational excellence to meet and exceed client-defined KPIs, including Service Level Agreements (SLAs), Customer Satisfaction (CSAT), net conversion rates, and quality scores.
• Reporting & Data Analytics: Own the delivery of daily/weekly performance scorecards, shrinkage trackers, and conversion reports using MIS and visualization platforms
• Sales Enablement & Compliance: Partner with the Quality Assurance and Training teams to continuously upskill agents, deploy effective sales scripts, and maintain strict compliance with industry regulations.
• Client Relationship Management: Act as a primary operational touchpoint for client stakeholders, leading regular business reviews (MBRs/QBRs) and scaling strategies based on data trends.
• Workforce & Incentive Management: Strategize agent alignment, roster planning, and performance incentive programs to reduce attrition and boost overall sales floor energy.

Job Requirements

• Experience: 510 years of professional experience in BPO / BPM operations, with at least 23 years managing dedicated Outbound Sales, Telesales, or Insurance operations.
• Industry Domain: Strong background handling domestic or international commercial accounts (BFSI, Telecom, E-commerce, or Insurance sectors are highly preferred).
• Technical Skills: Proficient with dialer software management (e.g., Vicidial, Ameyo, Avaya), CRM systems, advanced Microsoft Excel, and structural reporting tools.
• Leadership Capabilities: Strong people management skills with a proven track record of leading a multi-tiered sales floor structure (including Team Leaders and Quality Analysts).
• Communication: Exceptional verbal and written English communication skills; fluency in regional languages is an added advantage.