Operations Manager; BPO US Process

Position: Operations Manager (BPO US Process)
Location: Bengaluru

We are seeking an experienced and result-driven Customer Support Operations Manager for an international BPO environment to lead a high-performing Customer Support and Sales Operations team. The ideal candidate should have strong experience managing a team of 50-60 members, driving sales performance, improving customer satisfaction, building operational discipline, and creating scalable processes. This role requires a strong leader who can use analytics, process optimization, SOPs, automation, and coaching to minimize effort and maximize outcomes.

KEY RESPONSIBILITIES:

Lead, manage, and develop a team of 50-60 customer support and sales operations members across calls, chats, emails, and back-office workflows.
Drive team performance to achieve monthly and seasonal sales targets, conversion goals, upsell targets, service levels, and customer satisfaction goals.
Monitor daily, weekly, and monthly performance metrics, including sales conversion, productivity, quality scores, CSAT, adherence, attendance, escalations, and agent-level performance.
Prepare and present regular performance reports, progress updates, forecasts, and action plans to senior management.
Build strong operational pipelines to improve speed, accuracy, customer experience, and overall business outcomes.
Define, document, and implement SOPs for key operational processes to ensure consistency, accountability, and scalability.
Identify process gaps, workflow delays, reporting gaps, and automation opportunities, then partner with internal teams to improve or automate them.
Use analytics and data insights to optimize team performance, improve resource utilization, reduce repeat issues, and increase customer satisfaction.
Coach, mentor, and guide team leaders, supervisors, SMEs, and frontline agents to improve communication, sales skills, service quality, and ownership.
Conduct regular performance reviews with team members and leadership teams, ensuring clear goals, feedback, and improvement plans.
Partner with Quality, Training, Workforce Management, Technology, and Product teams to improve processes, reduce manual effort, and increase operational efficiency.
Handle escalations and complex customer or operational issues with a solution-focused approach while maintaining high customer satisfaction.
Support hiring, onboarding, training, staffing readiness, and performance development plans during regular and peak business periods.

PREFERRED QUALIFICATIONS &

REQUIRED SKILLS:

Any Bachelor's degree or equivalent;
Master's degree is a plus.
Overall 12+ years of relevant experience, preferably in international BPO, customer support, sales operations, or service operations.
Minimum 4+ years of people management experience, with proven experience managing large teams; experience managing 50+ members is strongly preferred.
International BPO experience in customer service with sales, upselling, or target-driven operations is a must.
Strong understanding of customer support operations across voice, chat, email, and back-office processes.
Proven ability to achieve sales targets, improve customer satisfaction, and drive operational excellence.
Strong knowledge of performance reporting, dashboards, analytics, KPI tracking, and data-led decision-making.
Experience in process improvement, SOP creation, workflow optimization, and automation initiatives.
Excellent leadership, coaching, mentoring, stakeholder management, communication, and presentation skills.
Ability to analyze data, identify performance gaps, and create practical action plans.
Proficiency in CRM tools, contact center tools, reporting dashboards, and productivity tracking systems.
Strong decision-making, problem-solving, conflict management, escalation-handling, and delegation skills.
Ability to manage multiple priorities in a fast-paced, target-driven environment.
Six Sigma, Lean, COPC, or any process improvement certification will be an added advantage.
Strong understanding of quality control procedures, customer experience standards, and operational compliance.

PERKS OF JOINING:
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