Senior Operations Manager

Globiva; Dadri; On-site; INR 2,000,000 - 2,800,000; Full time

Benefits offered by this job

On-roll employment with Globiva

Lead US Hardcore Sales process

5 Days Working

US Shift / Night Shift

Competitive compensation

Job summary

Globiva Services Pvt. Ltd. is seeking a Senior Operations Manager to lead our US Hardcore Sales process from Noida Sector 62. You will drive revenue and conversion targets, manage large teams, and shape a high-performance culture in a fast-paced BPO environment.

The ideal candidate has 8–9 years of BPO experience with Senior Manager exposure or at least 2 years as an Operations Manager in a US sales/contact center, with strong English communications and comfort working US night shifts.

Qualifications

• 8–9 years of total BPO/contact center experience, with Senior Manager-level experience preferred.
• OR minimum 2 years as Operations Manager handling a sizeable US sales operation.
• Strong experience in US Hardcore Sales / International Sales / Voice Sales.
• Background in BPO, Contact Center, Inside Sales or International Sales.
• Proven track record of achieving and exceeding sales targets.
• Strong experience in managing large teams and multiple leadership layers.
• Excellent understanding of sales metrics, performance management and KPIs.
• Strong analytical, communication, leadership and stakeholder-management skills.
• Comfortable working in US shifts/night shifts and Noida Sector 62 office.

Responsibilities

• Lead and manage day-to-day operations for a US Hardcore Sales process.
• Own and deliver key business metrics including Sales, Revenue, Conversion, AHT, Productivity, Quality, Attrition and CSAT.
• Drive aggressive sales targets and ensure consistent achievement of monthly and quarterly business goals.
• Manage and mentor Operations Managers, Team Leaders and large sales teams.
• Develop and implement strategies to improve conversion, revenue per agent and overall sales productivity.
• Analyze operational dashboards, performance reports and sales trends to identify gaps and improvement opportunities.
• Conduct regular performance reviews and establish clear action plans for underperforming teams.
• Work closely with Training, Quality, Workforce Management, HR and Client/Business teams to ensure smooth operations.
• Ensure adherence to client requirements, process guidelines, compliance standards and company policies.
• Drive employee engagement, motivation and retention across the operation.
• Manage escalations effectively and ensure timely resolution of operational and client concerns.
• Build a strong performance-driven culture focused on sales excellence and customer experience.
• Participate in business reviews and present operational performance, challenges and action plans to senior leadership/client stakeholders.
• Identify process improvement opportunities and implement initiatives to improve efficiency and profitability.

Skills

US Hardcore Sales

Revenue & Target Management

Team & People Management

KPI & MIS Analysis

Coaching & Leadership

Process Improvement

Sales Strategy

Client/Stakeholder Management

Attrition & Retention Management

Performance Management

Conversion Improvement

Sales Operations

Job description

Job Description Senior Operations Manager | US Sales Process

Position: Senior Operations Manager US Hardcore Sales Process

Company: Globiva Services Pvt. Ltd.
Location: Noida – Sector 62
Department: Operations
Industry: BPO / Contact Center
Process: US Hardcore Sales
Shift: US Shift / Night Shift
Working Days: 5 Days Working
Employment: Full-Time / On Payroll of Globiva Services Pvt. Ltd.

About the Role

Globiva Services Pvt. Ltd. is looking for an experienced and result-oriented Senior Operations Manager to lead a high-performing US Hardcore Sales process from our Noida Sector 62 location.

The ideal candidate should have strong experience in managing large sales operations, delivering aggressive revenue and conversion targets, driving sales performance, and building a high-performance culture. We are particularly looking for candidates who have 8–9 years of overall BPO experience with Senior Manager-level exposure, or candidates with at least 2 years of experience as an Operations Manager in a US sales/contact center environment.

Key Responsibilities

• Lead and manage day-to-day operations for a US Hardcore Sales process.
• Own and deliver key business metrics including Sales, Revenue, Conversion, AHT, Productivity, Quality, Attrition and CSAT.
• Drive aggressive sales targets and ensure consistent achievement of monthly and quarterly business goals.
• Manage and mentor Operations Managers, Team Leaders and large sales teams.
• Develop and implement strategies to improve conversion, revenue per agent and overall sales productivity.
• Analyze operational dashboards, performance reports and sales trends to identify gaps and improvement opportunities.
• Conduct regular performance reviews and establish clear action plans for underperforming teams.
• Work closely with Training, Quality, Workforce Management, HR and Client/Business teams to ensure smooth operations.
• Ensure adherence to client requirements, process guidelines, compliance standards and company policies.
• Drive employee engagement, motivation and retention across the operation.
• Manage escalations effectively and ensure timely resolution of operational and client concerns.
• Build a strong performance-driven culture focused on sales excellence and customer experience.
• Participate in business reviews and present operational performance, challenges and action plans to senior leadership/client stakeholders.
• Identify process improvement opportunities and implement initiatives to improve efficiency and profitability.

Candidate Profile

Mandatory / Preferred Experience:

• 8–9 years of total BPO/contact center experience, with Senior Manager-level experience preferred.
• OR candidates with minimum 2 years of experience as an Operations Manager handling a sizeable US sales operation.
• Strong experience in US Hardcore Sales / International Sales / Voice Sales is highly preferred.
• Candidates from BPO, Contact Center, Inside Sales or International Sales backgrounds will be considered.
• Proven track record of achieving and exceeding sales targets.
• Strong experience in managing large teams and multiple layers of leadership.
• Excellent understanding of sales metrics, performance management and operational KPIs.
• Strong analytical, communication, leadership and stakeholder-management skills.
• Comfortable working in US shifts/night shifts.
• Willingness to work from the Noida Sector 62 office.
• Strong command of English communication is essential.

Key Skills

• US Sales Operations
• Hardcore Sales
• Revenue & Target Management
• Conversion Improvement
• Team & People Management
• Performance Management
• KPI & MIS Analysis
• Client/Stakeholder Management
• Attrition & Retention Management
• Coaching & Leadership
• Process Improvement
• Escalation Management
• Sales Strategy

What We Offer

• On-roll employment with Globiva Services Pvt. Ltd.
• Opportunity to lead a high-volume US Hardcore Sales process.
• 5 Days Working.
• US Shift / Night Shift.
• Strategic leadership role with significant operational ownership.
• Opportunity to work with a fast-paced and performance-driven BPO organization.
• Competitive compensation, based on experience and current market standards.

Ideal Candidate

We are looking for a hands-on sales leader, not just an operations administrator. The ideal candidate should be highly target-oriented, commercially driven and capable of taking complete ownership of sales performance. Someone who can build strong teams, challenge performance, improve conversion and consistently deliver aggressive US sales targets will be an excellent fit for this role.

Location: Noida, Sector 62
Company: Globiva Services Pvt. Ltd.
Shift: US Shift
Working: 5 Days
Payroll: Globiva Services Pvt. Ltd.