Manager- Operations

About the Job We are looking for a results-driven Manager Operations Sales to lead and optimize our contact center operations. The ideal candidate will be responsible for managing day-to-day sales operations, meeting targets, enhancing customer satisfaction, and ensuring seamless execution of business objectives. This role requires strong leadership, analytical skills, and the ability to drive a high-performance sales team in a fast-paced environment. Roles and Responsibilities: Operations & Sales Management Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets. Set, track, and achieve sales and performance KPIs, ensuring SLA adherence. Establish and maintain strong client relationships, acting as the primary point of contact for engagement and reporting. Drive sales strategies, monitor performance metrics, and take corrective actions to optimize outcomes. Lead daily operations, ensuring timely follow-ups on customer inquiries and escalations. Team Leadership & Performance Management Directly manage team leaders and agents, ensuring effective resource allocation and goal setting. Conduct performance reviews, training sessions, and coaching programs to enhance employee capabilities. Monitor team adherence to company policies, including attendance, leave schedules, and productivity metrics. Implement employee development initiatives such as mentoring and career progression plans. Hire and onboard team leads and managers, ensuring smooth induction and integration into operations. Client & Stakeholder Management Build strong partnerships with clients by ensuring operational alignment with their expectations. Conduct weekly and monthly review meetings to track progress and identify areas of improvement. Implement escalation and governance models to streamline communication and issue resolution. Collaborate with internal departments to enhance service delivery and operational efficiency. Process Improvement & Compliance Identify and drive continuous improvement initiatives to optimize sales and service quality. Ensure compliance with audit requirements, security policies, and operational standards. Develop and enforce best practices to maintain high levels of employee and customer satisfaction. ISMS Responsibilities: Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Heads; Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective; Ensure the safeguarding of information in their possession; Accepts responsibilities for the operation and protection of information assets; and Perform the work as delegated by the by the Function Head Desires Skills and Experience: Experience in Telesales or insurance sales (Health/Life/Travel) is highly desirable. Experience into managing a team of 120-140 telecallers along with TL, AM, DM reporting to him. Prior experience in managing large sales teams in a contact center environment. Familiarity with CRM tools and sales analytics platforms. Strong leadership and team management skills. Proven track record in B2C sales, tele-sales, and contact center operations. Ability to analyze data, solve problems, and drive performance improvements. Excellent communication (verbal & written) and interpersonal skills. High level of integrity, action orientation, and perseverance. Strong financial acumen and ability to manage P&L metrics. Ability to handle sales pressure, motivate teams, and drive results. What do we offer? Opportunity to earn good incentives Endless growth opportunity GMC Group Medical Coverage Group Personal Accident Insurance Gratuity Wellness Programs Give back to society through CSR Continuous talent enhancement program Childcare facility Tax Saving flexi benefits Interested candidates can share their updated resume at Kirtichauhan@policybazaar.com