Call Center Sales Manager and Head Outbound B2B Sales

What You ll Build & Run

• Stand up an outbound floor: dialer selection (progressive/predictive), call routing, QA, compliance, MIS.
• Define SLAs, playbooks, call flows, and escalation matrices.

• Hire Team Leads/Agents in waves; institute nesting, side-by-side coaching, and calibration.
• Drive a performance culture with clear KPIs: dials, connects, talk-time, appointments set, SQLs, conversions, revenue per rep.

• Own CRM architecture, data hygiene, lead allocation, cadences, dispositions, and dashboarding.
• Standardize scripts, objection handling, and A/B testing for message-market fit.

• Build monthly/quarterly plans; forecast capacity vs. targets; run daily huddles and weekly reviews.
• Publish actionable MIS to leadership; trigger interventions on lagging funnels.

• Partner with Marketing for list strategy and campaigns; align with Sales on ICP, qualification, and meeting SLAs.

• 5-10 years in BPO/call center operations with outbound sales leadership .
• Proven record setting up/scaling an outbound process (team size, KPIs, tools, outcomes).
• Strong command of dialers, CRMs, QA frameworks, WFM, and analytics .
• Demonstrated ability to hire, ramp, and retain high-performing teams in Mumbai.
• Crisp verbal/written communication and stakeholder management.

• Tenures at Teleperformance, Capita, Accenture Operations, Wipro BPO, Concentrix, Tech Mahindra BPS, Sutherland, Firstsource, Infosys BPM, TCS BPS , or comparable tier-1 BPOs.
• Built B2B programs (appointment setting, inside sales, account qualification) for premium or enterprise clients.

• Go-Live: Floor operational with dialer+CRM, SOPs, QA, reporting.
• Team: 2 4 TLs hired; 12-25 agents hired, trained, and nested.
• Funnel Health: Benchmarked connect %, meeting set rate, and SQL quality; weekly improvement via testing.
• Compliance & QA: 95% logging accuracy; calibrated call scoring; audit-ready processes.