Role Purpose : The Senior / Operations Manager is the single-point owner of P&L, 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 P&L Ownership, Governance & Performance Architecture
- Own the end-to-end P&L 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
Requirements
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 P&L ownership, KPI/OKR transformation, and large-team leadership experience
- Strong client-facing and data-driven decision-making capability
