Operations/Sales Customer Service Manager - Voice Process - BPO

Job Title: Operations, Sales Customer Service Manager - Voice Process

Location: Delhi

Experience Required: Minimum 10 Years (Managerial Level)

Employment Type: Full-Time

Industry: BPO / Call Center / Outsourcing

About the Role:

We are seeking a dynamic and experienced Operations, Sales Customer Service Manager to lead and drive performance across multiple processes within our BPO operations.

This is a strategic leadership position that requires deep exposure to the BPO industry, strong command over data and insights, a problem-solving mindset, and a proven track record of delivering exceptional results in both sales and service environments.

The ideal candidate is not just an executor but a strategic thinker and innovator, capable of building systems from scratch, managing large teams, and scaling high-performance processes in a fast-paced environment - especially one with startup DNA.

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 Read more