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

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.

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