Operations Manager - Outbound Sales Process (US)

SkySun; Mohali, Chandigarh; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

SkySun in Mohali seeks an Operations Manager to own end-to-end delivery, client satisfaction, team performance, and financial results for assigned programs. You will partner with cross-functional teams to optimize resources, ensure compliance, and drive continuous improvement, delivering measurable business outcomes while building a high-performance culture.

The role involves leading workforce planning, governance with clients, and data-driven decision making through dashboards and BI tools.

Qualifications

• Bachelor's degree in any discipline; MBA preferred.
• 712 years of experience in BPO / call center operations.
• Minimum 35 years in a managerial role handling large teams and complex programs.
• Strong experience managing US processes and client relationships.
• Lean / Six Sigma certification is an added advantage.

Responsibilities

• Partner with WFM to drive staffing solutions and optimize occupancy.
• Develop forecasts and plan capacity to meet business demand.
• Ensure right people in the right place at the right cost.
• Ensure adherence to regulatory, contractual, and internal policies.
• Drive quality assurance improvements and audit readiness.
• Lead client business reviews and governance meetings.
• Develop real-time dashboards and management reports.
• Analyze performance trends and operational metrics.
• Lead Lean / Six Sigma initiatives to improve efficiency.
• Foster a culture of innovation and continuous improvement.

Skills

Operational Excellence

Workforce Management

Data Analysis

Client Management

People Leadership

Problem Solving

Change Management

Financial Acumen

Education

Bachelor's degree

MBA

Job description

JOB SUMMARY

The Operations Manager is responsible for end-to-end operational delivery, client satisfaction, team performance, and financial results for assigned programs. The role partners with cross-functional teams to optimize resources, ensure compliance, drive continuous improvement, and deliver measurable business outcomes while building a high-performance culture.

KEY RESPONSIBILITIES

1. WORKFORCE & CAPACITY MANAGEMENT

• Partner closely with WFM to drive optimal staffing solutions.
• Optimize occupancy, shrinkage, and schedule adherence.
• Develop accurate forecasts and plan capacity to meet business demand.
• Ensure right people, right place, right time at the right cost.

2. QUALITY & COMPLIANCE

• Ensure adherence to regulatory, contractual, and internal policies.
• Drive quality assurance improvements and monitor trends.
• Ensure compliance with client standards and industry regulations.
• Support internal, external, and client audits.

3. CLIENT RELATIONSHIP MANAGEMENT

• Act as the primary operational point of contact for clients.
• Lead client business reviews and governance meetings.
• Present performance, insights, risks, and action plans.
• Build strong relationships and drive client satisfaction.

4. REPORTING & BUSINESS ANALYTICS

• Develop real-time dashboards and management reports.
• Analyze performance trends and operational metrics.
• Present actionable insights to senior leadership and clients.
• Use predictive analytics to forecast trends and drive data-driven decisions.

5. CONTINUOUS IMPROVEMENT

• Lead Lean / Six Sigma initiatives to improve efficiency and quality.
• Identify and drive automation and process optimization opportunities.
• Standardize best practices, tools, and operational processes.
• Foster a culture of innovation and continuous improvement.

6. PEOPLE & TALENT MANAGEMENT

• Develop and coach leaders across all levels.
• Manage performance through coaching, feedback, and reviews.
• Drive employee engagement, retention, and satisfaction.
• Build high-performing teams and strong leadership bench.

7. STAKEHOLDER MANAGEMENT

• Partner with HR, Finance, IT, WFM, QA, Training and other support teams.
• Drive alignment and collaboration across functions.
• Ensure cross-functional priorities are met.
• Influence and manage stakeholders effectively.

8. RISK MANAGEMENT & GOVERNANCE

• Identify, assess, and mitigate operational risks.
• Ensure business continuity and disaster recovery readiness.
• Maintain governance frameworks and policy compliance.
• Escalate risks and implement preventive controls.

9. PROJECT & TRANSITION MANAGEMENT

• Lead transitions, migrations, pilots, and change initiatives.
• Develop transition plans and ensure on-time delivery.
• Manage cross-functional teams for successful execution.
• Ensure smooth ramp-up and stabilization of new programs.

KEY PERFORMANCE INDICATORS (KPIs)

• Revenue Achievement
• P&L Performance
• Productivity (Contacts / FTE)
• Occupancy %
• Schedule Adherence
• Shrinkage %
• Forecast Accuracy
• Sales Conversion
• Revenue per FTE
• Save Rate / Churn
• RPC (Revenue per Call)
• PTP (Promise to Pay)
• Liquidation Rate
• FCR (First Call Resolution)
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• AHT (Average Handle Time)
• Service Level
• Quality Score
• Compliance Score
• Attrition Rate
• Employee Engagement

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in any discipline; MBA preferred.
• 712 years of experience in BPO / call center operations.
• Minimum 35 years in a managerial role handling large teams and complex programs.
• Strong experience managing US processes and client relationships.
• Proven track record in driving operational performance and P&L impact.
• Lean / Six Sigma certification is an added advantage.

KEY SKILLS & COMPETENCIES

• Operational Excellence & Performance Management
• Workforce Management & Capacity Planning
• Data Analysis & Business Intelligence
• Client Management & Stakeholder Collaboration
• People Leadership & Talent Development
• Problem Solving, Decision Making & Strategic Thinking
• Change Management & Continuous Improvement
• Financial Acumen & Cost Management