Position: Operation Manager for call center

Department: Customer Support / Call Center

Experience: 5+ Years (Call Center/BPO Operations)

Location: Mohali

Job Summary

We are seeking an experienced and result-oriented Operations Manager to lead and manage our Ayurvedic Medicines Sales Call Center. The ideal candidate will be responsible for overseeing daily operations, driving sales performance, managing customer service excellence, and ensuring operational efficiency across all teams. The candidate should possess strong leadership skills, experience in handling large teams, and expertise in KPI-driven environments.

Key Responsibilities

Operations Management

Manage end-to-end call center operations for Ayurvedic medicine sales and customer support.

Ensure achievement of sales targets, service levels, productivity, and quality benchmarks.

Monitor operational performance and implement improvement strategies.

Handle customer escalations and ensure timely resolution.

Ensure compliance with company policies and operational procedures.

Team Management

Lead and manage Team Leaders, Supervisors, Quality Analysts, and Tele Sales Executives.

Conduct performance reviews, coaching, and development programs.

Manage staffing, scheduling, and workforce planning.

Build a positive, motivated, and high-performance work culture.

Drive employee engagement and retention initiatives.

Performance & Reporting

Monitor and analyze key operational KPIs, including:

Sales Conversion Rate

Revenue Generation

SLA (Service Level Agreement)

AHT (Average Handle Time)

CSAT (Customer Satisfaction Score)

FCR (First Call Resolution)

Quality Scores

Attendance & Productivity

Prepare and present Daily, Weekly, and Monthly MIS Reports.

Develop action plans based on performance analysis.

Client & Stakeholder Management

Collaborate with management and cross-functional teams.

Conduct regular performance review meetings.

Ensure business objectives and customer expectations are consistently achieved.

Process Improvement

Identify operational gaps and implement corrective measures.

Develop and maintain SOPs, training manuals, and process documentation.

Drive automation and operational efficiency initiatives.

Improve customer experience and sales performance through process enhancements.

Required Skills

Strong leadership and team management abilities.

Excellent communication and presentation skills.

Expertise in KPI monitoring and performance management.

Workforce Management (WFM) knowledge.

Advanced Excel, MIS Reporting, and Data Analysis skills.

Experience with CRM, Dialer, and Call Center Management Systems.

Strong problem-solving and decision-making capabilities.

Sales operations management experience preferred.

Preferred Qualifications

Bachelor's Degree in Business Administration, Management, or related field.

Minimum 5+ years of Call Center/BPO Operations experience.

Experience managing teams of 50+ employees.

Experience in Tele Sales, Healthcare, Pharmaceutical, Ayurvedic, or Wellness Industry preferred.

Exposure to domestic or international voice processes is an advantage.

Apply now:- gsingh@onlyvardhan.com

Job Type: Full-time

Pay: From ₹50,000.00 per month

Work Location: In person