Process Manager – Sales Operations & Lead Conversion

ORN Journeys; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

ORN Journeys is seeking a Process Manager to own the entire customer lead-management process, ensuring timely follow-ups and optimal lead allocation.

You will monitor SLA, track calls, manage CRM data, and publish daily funnel reports to improve conversion. This role requires 5–10 years in BPO/lead management and a graduate degree with strong CRM/Excel analytics.

Qualifications

• 5–10 years in BPO operations, contact center management, inside sales or lead management.
• Experience handling a team of agents, advisors or team leaders.
• Graduate required; management qualification preferred.
• Strong understanding of CRM systems, MIS, Excel, funnel analytics, workforce productivity and quality monitoring.
• Travel-industry experience is an advantage but not mandatory if the candidate has strong sales-process experience.

Responsibilities

• Own the entire customer lead-management process from entry to close, conversion, or return.
• Ensure advisors work the right leads at the right time and no customer is lost due to poor follow-up.
• Monitor first-call SLA, call attempts, connect ratio and timely follow-ups.
• Lead lifecycle management: Monitor every stage from first call to engaged, follow-up, will-book and booking closure.
• EBD management: Ensure every qualified customer has a realistic Estimated Booking Date (EBD).
• Appointment management: Ensure qualified customers receive appointments and that meetings are tracked and followed up.
• CRM discipline: Maintain accurate statuses, call notes, callback dates, lead aging and disposition reasons.
• Pipeline recovery: Identify untouched, overdue, unconnected and stalled leads; drive corrective actions with advisors and the SME.
• Performance reporting: Publish daily funnel reports and identify process bottlenecks by advisor, source, city and product.
• Cross-functional coordination: Work with the SME-cum-Team Manager to improve sales conversion.

Skills

BPO operations

Lead management

Inside sales

CRM systems

Education

Graduate

Management qualification

Tools

CRM systems

MIS

Excel

Job description

Company Description

ORN Journeys is reshaping travel by designing every journey around the traveler rather than individual bookings. The company integrates mobility, stays, journeys, local operations, technology, and customer support into a single, organized system. In Europe, ORN’s model is expressed through fixed departures, integrated operations, direct procurement, and local teams. This approach creates simpler, more accessible, and more reliable travel experiences with one accountable standard for quality and service. ORN Journeys offers opportunities to work at the intersection of travel, technology, and operations in a growth-focused environment.

Role objective

Own the entire customer lead-management process, from the moment a customer enters the ORN system until the lead is closed, converted, or returned according to the defined process. Ensure that advisors work the right leads at the right time and that no customer is lost due to poor follow-up, delayed contact or weak process discipline.

The Process Manager owns serving the lead: ensuring that the process is followed for every customer.

Key roles and responsibilities

• Lead allocation: Ensure new leads are assigned correctly based on advisor capacity, language, city, product and specialization.
• Customer connectivity: Monitor first-call SLA, call attempts, connect ratio and timely follow-ups.
• Call discipline: Track calls and meaningful conversations, including the target of 3–4 minutes of talk time per lead where appropriate.
• Lead lifecycle management: Monitor every stage from first call to engaged, follow-up, will-book and booking closure.
• EBD management: Ensure every qualified customer has a realistic Estimated Booking Date (EBD), likely booking date and next action recorded.
• Appointment management: Ensure qualified customers receive appointments and that customer meetings are tracked, attended and followed up.
• CRM discipline: Maintain accurate statuses, call notes, callback dates, lead aging and disposition reasons.
• Pipeline recovery: Identify untouched, overdue, unconnected and stalled leads; drive corrective actions with advisors and the SME.
• Performance reporting: Publish daily funnel reports and identify process bottlenecks by advisor, source, city and product.
• Cross-functional coordination: Work with the SME-cum-Team Manager to improve sales conversion without taking over the SME’s product coaching responsibilities.

Experience and qualification

• 5–10 years in BPO operations, contact center management, inside sales or lead management.
• Experience handling a team of agents, advisors or team leaders.
• Graduate required; management qualification preferred.
• Strong understanding of CRM systems, MIS, Excel, funnel analytics, workforce productivity and quality monitoring.
• Travel-industry experience is an advantage but is not mandatory if the candidate has strong sales-process experience.

Tagged as: Excel, Pipeline Management