Assistant Manager

Job Summary:

The Assistant Manager BPO Operations (Sales Process) is responsible for managing day-to-day operations of the sales process team in a BPO environment. This role includes leading a team of sales executives or agents, achieving sales targets, ensuring high quality service delivery, and driving performance metrics aligned with client expectations.

Key Responsibilities:

• Manage and supervise a team of sales agents to achieve defined KPIs and targets.
  
• Monitor daily operations to ensure smooth process execution and SLA adherence.
  
• Drive team performance through coaching, mentoring, and performance improvement plans.
  
• Analyze sales reports and metrics to identify areas of improvement and growth opportunities.
  
• Coordinate with quality and training teams to improve productivity and reduce error rates.
  
• Implement strategies to increase conversion rates and optimize the sales funnel.
  
• Maintain high levels of customer satisfaction and handle escalations when required.
  
• Ensure compliance with organizational policies and client expectations.
  
• Prepare and present performance reports to senior management and clients.
  
• Recruit, train, and onboard new team members as required.
  

Required Skills & Qualifications:

• Graduate in any discipline (MBA preferred).
  
• 3–6 years of BPO experience, with at least 1–2 years in a team lead or assistant manager capacity in sales.
  
• Strong knowledge of sales processes, customer handling, and CRM tools.
  
• Excellent communication, leadership, and interpersonal skills.
  
• Ability to work under pressure and handle dynamic sales targets.
  
• Strong analytical and problem-solving abilities.
  

Key Competencies:

• Team Management
  
• Sales & Target Orientation
  
• Operational Excellence
  
• Customer Focus
  
• Analytical Thinking
  
• Coaching & Development
  
• Quality Assurance
  

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Role & responsibilities

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