Senior Manager - Sales Operations

Job Description: Senior Manager – Sales Operations
Location: Calicut
Department: Sales Operations

Role Overview

We are seeking an experienced and strategic Senior Manager – Sales Operations to lead and optimize the end-to-end sales funnel, with a strong focus on LSQ (Lead–Sales–Qualification) processes. This role will be responsible for ensuring seamless collaboration between marketing and sales, maintaining CRM accuracy, improving conversion efficiency, and enabling data-driven decision-making. The ideal candidate must have deep expertise in LSQ workflows, funnel analytics, SLA management, telephony integrations, and cross-functional coordination. Experience with Voxbay, Exotel, or similar cloud telephony platforms is mandatory for effective lead tracking and communication optimization.

Key Responsibilities

1. Lead Funnel Management

• Oversee the complete LSQ cycle—from lead generation to qualification and handover to sales.
• Monitor and improve MQL to SQL conversion rates.
• Ensure seamless, timely qualification and routing of leads to relevant sales teams.

2. CRM Ownership & Data Integrity

• Maintain 100% accuracy of CRM data, including campaign tagging, lead source integrity, and attribution.
• Partner with marketing and tech teams to uphold CRM hygiene, structure, and process compliance.
• Drive CRM-based automation to enhance lead visibility, lead prioritization, and follow-through.
• Ensure Voxbay/Exotel call logs, recordings, and disposition data are consistently synced with the CRM.

3. Funnel Reporting & Analytics

• Develop and deliver clear, timely reports on funnel performance across categories and regions.
• Provide insights on drop-offs, conversion gaps, and optimization opportunities.
• Own Sales Funnel Visibility Reports and dashboards for leadership.
• Utilize Voxbay/Exotel call analytics to assess lead quality and agent productivity.

4. SLA Management

• Ensure lead assignment and follow-up are executed within defined SLAs across all sales teams.
• Monitor lead response times using CRM and telephony dashboards (Voxbay/Exotel).
• Identify bottlenecks and enforce process discipline.
• Implement corrective actions to improve speed-to-lead and sales responsiveness.

5. Sales Alignment & Collaboration

• Facilitate strong alignment between sales, marketing, and category heads (CBHs).
• Lead weekly and monthly category collaboration sessions to review funnel progress, challenges, and blockers.
• Ensure transparent communication and data sharing across verticals.

6. Telephony System Oversight (Voxbay & Exotel)

• Manage integration and performance of Voxbay and Exotel across all sales teams.
• Ensure agent-level call compliance, proper call dispositioning, and voice log management.
• Monitor call connect rates, missed call trends, and IVR performance for funnel optimization.
• Coordinate with telephony vendors to resolve technical issues and enhance system efficiency.

7. Optimization & Continuous Improvement

• Establish feedback loops for low-quality or dropped leads, ensuring timely turnaround.
• Identify systemic issues in LSQ flow, telephony systems, and lead quality distribution.
• Recommend process enhancements based on funnel and call-data insights.
• Conduct training sessions and SOP refreshers for sales teams to improve LSQ and telephony usage discipline.

Key Skills & Requirements

• Mandatory: Strong expertise in LSQ processes, funnel transitions, and lead routing.
• Mandatory: Hands-on experience with Voxbay, Exotel, or any cloud telephony platform used for sales operations.
• 7–10 years of experience in Sales Operations, Revenue Operations, or Demand Operations.
• Proven experience managing large-scale CRM systems (HubSpot, Salesforce, Zoho, etc.).
• Strong analytical skills with the ability to convert data into actionable insights.
• Exceptional stakeholder management and cross-functional collaboration capabilities.
• Solid understanding of sales processes, pipeline management, and conversion optimization.
• Ability to troubleshoot operational gaps and implement scalable solutions.

Job Type: Full-time

Pay: From ₹80,000.00 per month

Work Location: In person