Senior / Operations Manager – US Outbound Sales Process
Location: Mohali | On-site Work | Night Shift Aligned with US Time Zone
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.
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.
Requirements
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.
- Strong understanding of outbound sales operations
- Experience working in night shifts
- Client handling experience preferred
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