Senior Operations Manager - US Outbound Sales

Senior / Operations Manager – US Outbound Sales Process

Location: Mohali | On-site Work | Night Shift Aligned with US Time Zone

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.

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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