Call Center Operations Manager

Role Overview

We are seeking a Call Center Operations Manager to oversee outsourced call center partners focused on cross-sell sales. This role involves setting sales targets, monitoring performance, and fostering continuous improvements to boost productivity and revenue.

Key Responsibilities

• Oversee management of outsourced call center vendors responsible for cross-selling activities.
• Establish monthly, weekly, and daily sales goals for each vendor partner.
• Hold regular business review meetings with vendor leadership on daily, weekly, and monthly bases.
• Ensure compliance with established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and all regulatory standards.
• Lead ongoing initiatives to improve vendor output and efficiency.
• Drive the achievement of set monthly and annual cross-selling sales targets.
• Monitor factors such as lead assignment, calling efficiency, sales conversions, and overall sales productivity.
• Identify any deficiencies in performance and develop corrective action plans accordingly.
• Enhance agent utilization rates maximizing revenue generation.

Candidate Requirements

• 7 to 12 years of experience in call center management or BPO operations.
• Fluent spoken communication skills in Telugu language.
• Demonstrated success in leading teams to consistently meet or exceed targets.