Team Lead Operations (BPO US Process)

Silvermine Group; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Supportive Culture

Work-Life Balance

Rewards and Recognitions

Innovative Work

Job summary

Silvermine Group is seeking an experienced Customer Support Operations Manager to lead a 5-10 member team in an international BPO environment. You'll drive sales performance, customer satisfaction, and scalable processes across calls, chats, emails, and back-office workflows.

You will use analytics and SOPs to optimize performance, coach leaders, and collaborate with Quality, Training, and Product teams. Hybrid work model and growth opportunities are offered in Bangalore.

Qualifications

• Bachelor's degree or equivalent; Master's degree a plus.
• Total 12+ years of relevant experience in international BPO, customer support, or sales operations.
• 4+ years of people management experience with large teams (5+ strongly preferred).
• Experience in international BPO customer service with sales, upselling, or target-driven operations.
• Strong understanding of customer support operations across voice, chat, email, and back-office processes.
• Proven ability to achieve sales targets, improve customer satisfaction, and drive operational excellence.
• Strong knowledge of performance reporting, dashboards, analytics, KPI tracking, and data-led decision-making.
• Experience in process improvement, SOP creation, workflow optimization, and automation initiatives.
• Excellent leadership, coaching, mentoring, stakeholder management, communication, and presentation skills.
• Ability to analyze data, identify performance gaps, and create practical action plans.
• Proficiency in CRM tools, contact center tools, reporting dashboards, and productivity tracking systems.
• Strong decision-making, problem-solving, conflict management, escalation handling, and delegation skills.

Responsibilities

• Lead and develop a team of 5-10 customer support and sales operations members across calls, chats, emails, and back-office workflows.
• Drive team performance to meet monthly and seasonal sales targets, conversion goals, upsell targets, service levels, and CSAT.
• Monitor metrics like sales conversion, productivity, quality scores, CSAT, adherence, attendance, escalations, and agent performance.
• Prepare and present performance reports, progress updates, forecasts, and action plans to senior management.
• Build operational pipelines to improve speed, accuracy, customer experience, and business outcomes.
• Define, document, and implement SOPs for key processes to ensure consistency and scalability.
• Identify gaps and automation opportunities; partner with internal teams to improve or automate them.
• Use analytics to optimize team performance and reduce repeat issues.
• Coach and mentor team leads and frontline agents to improve communication and sales skills.
• Conduct regular performance reviews with teams and leadership; set clear goals and development plans.
• Collaborate with Quality, Training, WFM, Technology, and Product teams to improve processes.
• Handle escalations and complex issues with a solution-focused approach; maintain high satisfaction.
• Support hiring, onboarding, training, staffing readiness, and performance development during peak periods.

Skills

Team leadership

Sales operations

Analytics

Process improvement

Coaching

KPI tracking

CRM tools

Communication

Stakeholder mgmt

Education

Bachelor's degree

Master's degree (plus)

Tools

CRM tools

Contact center tools

Dashboards

Reporting tools

Job description

We are seeking an experienced and result-driven Customer Support Operations Manager for an international BPO environment to lead a high-performing Customer Support and Sales Operations team. The ideal candidate should have strong experience managing a team of 5-10 members, driving sales performance, improving customer satisfaction, building operational discipline, and creating scalable processes. This role requires a strong leader who can use analytics, process optimization, SOPs, automation, and coaching to minimize effort and maximize outcomes.

KEY RESPONSIBILITIES:

• Lead, manage, and develop a team of 5-10 customer support and sales operations members across calls, chats, emails, and back-office workflows.
• Drive team performance to achieve monthly and seasonal sales targets, conversion goals, upsell targets, service levels, and customer satisfaction goals.
• Monitor daily, weekly, and monthly performance metrics, including sales conversion, productivity, quality scores, CSAT, adherence, attendance, escalations, and agent-level performance.
• Prepare and present regular performance reports, progress updates, forecasts, and action plans to senior management.
• Build strong operational pipelines to improve speed, accuracy, customer experience, and overall business outcomes.
• Define, document, and implement SOPs for key operational processes to ensure consistency, accountability, and scalability.
• Identify process gaps, workflow delays, reporting gaps, and automation opportunities, then partner with internal teams to improve or automate them.
• Use analytics and data insights to optimize team performance, improve resource utilization, reduce repeat issues, and increase customer satisfaction.
• Coach, mentor, and guide team leaders, supervisors, SMEs, and frontline agents to improve communication, sales skills, service quality, and ownership.
• Conduct regular performance reviews with team members and leadership teams, ensuring clear goals, feedback, and improvement plans.
• Partner with Quality, Training, Workforce Management, Technology, and Product teams to improve processes, reduce manual effort, and increase operational efficiency.
• Handle escalations and complex customer or operational issues with a solution-focused approach while maintaining high customer satisfaction.
• Support hiring, onboarding, training, staffing readiness, and performance development plans during regular and peak business periods.

PREFERRED QUALIFICATIONS & REQUIRED SKILLS:

• Any Bachelor's degree or equivalent; Master's degree is a plus.
• Overall 12+ years of relevant experience, preferably in international BPO, customer support, sales operations, or service operations.
• Minimum 4+ years of people management experience, with proven experience managing large teams; experience managing 5+ members is strongly preferred.
• International BPO experience in customer service with sales, upselling, or target-driven operations is a must.
• Strong understanding of customer support operations across voice, chat, email, and back-office processes.
• Proven ability to achieve sales targets, improve customer satisfaction, and drive operational excellence.
• Strong knowledge of performance reporting, dashboards, analytics, KPI tracking, and data-led decision-making.
• Experience in process improvement, SOP creation, workflow optimization, and automation initiatives.
• Excellent leadership, coaching, mentoring, stakeholder management, communication, and presentation skills.
• Ability to analyze data, identify performance gaps, and create practical action plans.
• Proficiency in CRM tools, contact center tools, reporting dashboards, and productivity tracking systems.
• Strong decision-making, problem-solving, conflict management, escalation‑handling, and delegation skills.
• Ability to manage multiple priorities in a fast‑paced, target‑driven environment.
• Six Sigma, Lean, COPC, or any process improvement certification will be an added advantage.
• Strong understanding of quality control procedures, customer experience standards, and operational compliance.

PERKS OF JOINING:

The Culture: most companies talk about their values, we live them.

• Supportive Culture: We value teamwork, mentorship, and professional development, and we show it by providing top‑notch employee experience and training programs, and incentivizing team growth.
• Work-Life Balance: We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life.
• Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well‑earned rewards are part of our DNA.
• Innovative Work: Contribute to cutting‑edge solutions for e‑commerce and SaaS businesses.

The Work: stability of a market leader with the hunger for innovation and growth of a start‑up

• Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.
• Growth Opportunities: Learn and grow from market veterans, take advantage of a fast‑paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it.
• Competitive Benefits: Access comprehensive insurance for health (incl. parents), life and personal accident.

ABOUT SILVERMINE GROUP:

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud‑based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.

Website: Silvermine Group Products: eform2290 and emcs150

Location: Bangalore