Assistant Manager - Operations (Sales & Customer Support)
Avyaan Management Pvt. Ltd
Date: 1 week ago
City: Bhopāl, Madhya Pradesh
Contract type: Full time
Job Title: Assistant Manager - Operations (Sales & Customer Support)
Location: Bhopal
Department: Operations
Reports To: Operations Manager
Job Summary
We are looking for an experienced Assistant Manager - Operations to lead and manage our Sales & Customer Support teams. The ideal candidate will be responsible for driving performance, ensuring process efficiency, and enhancing customer satisfaction while meeting business objectives.
Key Responsibilities
Location: Bhopal
Department: Operations
Reports To: Operations Manager
Job Summary
We are looking for an experienced Assistant Manager - Operations to lead and manage our Sales & Customer Support teams. The ideal candidate will be responsible for driving performance, ensuring process efficiency, and enhancing customer satisfaction while meeting business objectives.
Key Responsibilities
- Operational Management:
- Manage day-to-day operations of Sales and Customer Support teams to ensure KPIs and SLAs are met.
- Develop and implement strategies to improve team productivity and performance.
- Monitor and analyze key metrics (sales conversion, AHT, CSAT, retention, etc.) to drive continuous improvement.
- Coordinate with cross-functional teams to optimize processes and enhance customer experience.
- Team Leadership & Development:
- Lead, mentor, and develop a team of team leaders and agents to achieve business goals.
- Conduct regular performance reviews, provide coaching, and manage escalations.
- Foster a high-performance work culture with strong employee engagement.
- Sales & Customer Experience Enhancement:
- Drive revenue growth by implementing effective sales strategies and customer retention techniques.
- Ensure high levels of customer satisfaction by refining service delivery and quality assurance processes.
- Identify training needs and work with L&D teams to enhance sales and customer handling skills.
- Process Improvement & Compliance:
- Identify process gaps and implement improvements to enhance efficiency and effectiveness.
- Ensure compliance with company policies, industry regulations, and client requirements.
- Manage risk and resolve operational issues proactively.
- Reporting & Stakeholder Management:
- Prepare and present performance reports, forecasts, and insights to senior management.
- Collaborate with clients and internal stakeholders to align operational goals with business objectives.
- Work closely with the Quality and Training teams to drive excellence.
- Education: Graduate/Postgraduate in Business Administration, Management, or a related field.
- Experience: 5-8 years in BPO operations with at least 2+ years in a leadership role managing Sales & CX support teams.
- Skills & Competencies:
- Strong leadership and team management abilities.
- Excellent communication and stakeholder management skills.
- Expertise in sales conversion, customer retention, and support operations.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced and dynamic environment.
- Knowledge of CRM tools, sales strategies, and BPO industry best practices.
- Competitive salary with performance-based incentives.
- Health insurance and other benefits.
- Career growth opportunities in a dynamic work environment.
- Learning & development programs.
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