Assistant Manager - Operations (Sales & Customer Support)

The Assistant Manager - Operations (Sales & Customer Support) position based in Bhopal within the Operations department reports to the Operations Manager. As the ideal candidate, you will be leading and managing the Sales & Customer Support teams, ensuring process efficiency, driving performance, and enhancing customer satisfaction to meet business objectives. In this role, you will be responsible for managing the day-to-day operations of Sales and Customer Support teams, ensuring that KPIs and SLAs are met. You will develop and implement strategies to improve team productivity and performance, monitor key metrics such as sales conversion, AHT, CSAT, and retention to drive continuous improvement, and coordinate with cross-functional teams to optimize processes for enhanced customer experience. Your role also involves leading, mentoring, and developing a team of team leaders and agents to achieve business goals. Conducting regular performance reviews, providing coaching, and managing escalations will be essential. You will foster a high-performance work culture with strong employee engagement. Furthermore, you will drive revenue growth through effective sales strategies and customer retention techniques, ensuring high levels of customer satisfaction by refining service delivery and quality assurance processes. Identifying training needs and collaborating with L&D teams to enhance sales and customer handling skills will also be part of your responsibilities. Identifying process gaps, implementing improvements to enhance efficiency and effectiveness, ensuring compliance with company policies, industry regulations, and client requirements, managing risk, and resolving operational issues proactively are essential tasks. You will prepare and present performance reports, forecasts, and insights to senior management, collaborate with clients and internal stakeholders to align operational goals with business objectives, and work closely with the Quality and Training teams to drive excellence. To be successful in this role, you should have a Graduate/Postgraduate degree in Business Administration, Management, or a related field, with 5-8 years of experience in BPO operations, including at least 2+ years in a leadership role managing Sales & CX support teams. Strong leadership and team management abilities, excellent communication and stakeholder management skills, expertise in sales conversion, customer retention, and support operations, strong analytical and problem-solving skills, ability to work in a fast-paced and dynamic environment, and knowledge of CRM tools, sales strategies, and BPO industry best practices are key requirements. In return, you can expect a competitive salary with performance-based incentives, health insurance, and other benefits, career growth opportunities in a dynamic work environment, and access to learning & development programs.,