Senior / Operations Manager - US Outbound Call Center Sales Process

• Role Purpose : The Senior / Operations Manager is the single-point owner of PL, performance, and governance for a US outbound sales process
• The role integrates revenue delivery, customer experience, people effectiveness, and operational efficiency into one unified management framework
• This position demands a data-led, commercially astute leader with deep expertise in international outbound call center operations, advanced KPI/OKR governance, and Balanced Scorecard driven performance management
• The incumbent will translate client objectives into scalable, repeatable execution while building a high-performance culture in a pure night-shift environment
• Role Snapshot Position: Senior / Operations Manager US Outbound Sales, Function: Outbound Voice New Customer Acquisition, Cross-sell Upsell (US Market) Reporting Line: Director - Call Center Operations Matrix Interface: US Client Stakeholders, WFM, MIS, HR, Training, Quality, Tech Finance PL Ownership, Governance Performance Architecture Own the end-to-end PL for the process, balancing revenue growth, margins, and cost-to-serve while maintaining delivery quality and compliance
• Design, implement, and govern a Balanced Scorecard across four lenses: Financial, Customer, Process, and People
• Translate client and organizational goals into annual and quarterly OKRs, cascading them into actionable KPIs for Team Leaders and agents
• Drive a rigorous performance cadence, daily huddles, WBRs, and MBRs/QBRs with structured root-cause analysis and corrective action tracking
• Campaign Excellence, Dialer Strategy WFM Lead end-to-end campaign management across list strategy, scripting, pilot design, ramp-up, and optimization
• Optimize dialer strategies (predictive) to maximize contactability and conversion within compliance thresholds
• Partner with Workforce Management to design staffing and shrinkage models that balance productivity with agent wellbeing
• Ensure accurate, insight-driven MIS and real-time dashboards for floor, leadership, and client visibility
• Lead Funnel Ownership Revenue Protection Own the entire lead lifecycle, ensuring zero leakage across sourcing, allocation, recycling, and final disposition
• Define and manage funnel metrics from lead to closure with clear accountability
• Drive churn reduction strategies across lead, customer, and revenue dimensions in collaboration with clients
• People Leadership, Attrition Control Culture Lead and inspire a large night-shift operation, building a culture of ownership and performance excellence
• Drive disciplined performance management through scorecards, coaching plans, and PIPs
• Own attrition, succession, and engagement strategies to build long-term bench strength
• Ensure fair, structured conflict resolution and reinforce compliance, ethics, and professionalism
• Hiring, Training International Best Practices Partner with TA on hiring strategy and selection aligned to US outbound sales needs
• Ensure robust onboarding and ongoing training covering product, compliance, US cultural nuances, and sales excellence
• Continuously calibrate scripts and training with Quality and Client feedback
• Client Cross-Functional Stakeholder Management Act as the primary client interface, leading governance calls and improvement initiatives
• Collaborate seamlessly with internal support functions to ensure delivery excellence
• Communicate with executive maturity using data-backed insights and recommendations

Analytics, Reporting Continuous Improvement Own dashboard design, integrity, and insight generation. Lead continuous improvement initiatives to enhance conversion, efficiency, and experience. Institutionalize best practices through SOPs and governance frameworks.
Experience Leadership Profile 8 10+ years in international BPO operations with 5+ years leading US outbound /tele sales programs. Proven PL ownership, KPI/OKR transformation, and large-team leadership experience. Strong client-facing and data-driven decision-making capability.