Assistant Manager - Operations

Job description:

Job Description - Assistant Manager - Operations (Inside sales)

About the Role

Royal Brothers is seeking an experienced and dynamic Assistant Manager to join our Customer Experience department. This pivotal role will bridge strategic planning and operational execution, oversee our inside sales operations while driving revenue growth and exceptional customer satisfaction. You will manage our Sales team, ensuring seamless conversion of customer inquiries into confirmed bookings while building a high-performing, motivated team.

Key Responsibilities

Team Leadership & Management

• Lead and mentor Sales Team of 20+ Associates
• Drive performance excellence across the inside sales function through effective coaching, guidance, and feedback
• Foster a positive, collaborative work culture that encourages professional growth and achievement
• Conduct regular performance reviews and implement improvement plans where necessary
• Oversee recruitment, onboarding, and training programs for sales staff
• Develop and implement sales strategies to maximize conversion rates from inquiries to confirmed bookings
• Monitor daily, weekly, monthly, and quarterly sales targets and ensure consistent achievement
• Analyze sales metrics, customer trends, and conversion funnels to identify improvement opportunities
• Create and optimize processes for both inbound inquiry handling and outbound follow-up campaigns
• Establish best practices for objection handling, persuasion techniques, and customer engagement
• Review and analyze team performance data, providing actionable insights to higher management
• Ensure adherence to scripts, guidelines, and service standards
• Collaborate with cross-functional teams including Operations, Marketing, and Product to enhance customer experience
• Prepare and present comprehensive reports on sales performance, team productivity, and market insights to senior management

Resource Planning & Optimization

• Plan shift rosters and resource allocation based on demand forecasting and business requirements
• Optimize team utilization across rotational shifts to ensure adequate coverage
• Manage escalations and complex customer issues effectively
• Oversee CRM and booking management systems utilization

Required Qualifications

Experience

• Minimum 6-8 years of progressive experience, with at least 3 years in a managerial capacity
• Proven track record of managing multilevel teams
• Demonstrated success in achieving and exceeding sales targets in a fast-paced environment
• Experience in inside sales or telesales is plus

Leadership Skills

• Strong people management and team building capabilities
• Ability to inspire, motivate, and develop talent at various levels
• Conflict resolution and problem-solving expertise
• Change management and adaptability
• Data-driven decision-making abilities with strong analytical skills
• Strategic thinking combined with operational excellence
• Understanding of sales metrics, conversion optimization, and revenue management
• Process improvement and operational efficiency mindset

Communication Skills

• Exceptional verbal and written communication abilities
• Proficiency in English; knowledge of regional languages is an advantage
• Strong presentation and stakeholder management skills
• Ability to communicate effectively across all organizational levels

Technical Proficiency

• Advanced MS Office skills (Excel, PowerPoint, Word)
• Experience with CRM platforms and sales analytics tools
• Familiarity with Freshdesk or similar ticketing systems
• Comfortable with data analysis and reporting dashboards

Job Type: Full-time

Pay: ₹47,000.00 - ₹52,000.00 per month

Work Location: In person