Senior Operations Manager

Company Name- Atiya Healthcare Pvt Ltd.

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About the Role

Operations, Sales & Customer Service Manager

strategic thinker and innovator

Key Responsibilities

🔹 Operational Excellence

• Own day-to-day operations across inbound, outbound, voice, and non-voice processes.
• Ensure high service levels, SLA adherence, and consistent quality across all verticals.
• Build SOPs, workflows, and process maps to drive efficiency, accountability, and consistency.
• Optimize workforce planning, shift management, and productivity tools.

🔹 Sales & Upselling Performance

• Design and lead high-converting sales and upsell processes across different verticals.
• Drive revenue growth through consultative selling, cross-selling, and upselling strategies.
• Continuously improve scripts, call flows, and training content based on feedback and conversion metrics.

🔹 Customer Service Leadership

• Deliver world-class customer experiences that translate to high CSAT, NPS, and FCR.
• Handle escalation frameworks, train teams on customer empathy, and promote resolution ownership.
• Build proactive customer service culture instead of reactive problem-solving.

🔹 Data-Driven Leadership

• Leverage real-time and historical data to track team KPIs, AHT, conversion, attrition, and customer feedback.
• Develop dashboards and reports that drive transparency and action.
• Use insights to identify performance gaps and lead structured interventions.

🔹 Strategic & Creative Problem Solving

• Tackle operational challenges using first-principles thinking.
• Innovate with out-of-the-box solutions to increase performance, reduce attrition, and lower costs.
• Identify tech and automation opportunities and lead implementation.

🔹 Startup & Scale-up Experience

• Set up processes, teams, and systems from zero; thrive in high-growth, resource-lean environments.
• Work cross-functionally with tech, HR, product, and leadership to drive org-wide impact.
• Lead from the front and foster a culture of ownership, hustle, and continuous learning.

Requirements

• Minimum 7 years of managerial experience

  in

  BPO operations, sales, and customer service

  .
• Proven success in managing multiple BPO processes across industries (voice/non-voice, domestic/international).
• Experience working with or in

  startups

  , especially having

  built or scaled operations from scratch

  .
• Strong understanding of CRM systems, dialers, and performance management tools.
• Advanced skills in Excel, data interpretation, and decision-making based on KPIs.
• Excellent communication, leadership, and team-building skills.
• Ability to take full ownership of outcomes and thrive in a performance-driven culture.

Preferred Qualities

• Strategic thinker with hands-on execution mindset.
• High ownership, resourcefulness, and results orientation.
• Exceptional problem-solving, delegation, and team mentoring abilities.
• Passion for building efficient systems and scaling them quickly.

Interested candidates can call on- 8527001809 HR Mamta