Customer Operations Manager

Job description / Role

Job summary:

The Customer Operations Department Manager will oversee and lead the telesales and call center operations to achieve performance targets, optimize budgets, and ensure excellent customer experience. This role is responsible for managing teams, monitoring key performance indicators (KPIs), setting and achieving sales goals, and maintaining high operational efficiency.

Key responsibilities:

• Lead, coach, and motivate telesales and call center teams to meet performance targets.
• Set clear departmental objectives, performance standards, and KPIs aligned with company goals.
• Conduct regular performance reviews and provide feedback to enhance productivity and quality.

• Develop and implement telesales strategies to drive revenue growth and meet monthly/quarterly targets.
• Monitor daily, weekly, and monthly sales results; analyze data to identify trends and improvement areas.
• Collaborate with the marketing and product teams to design campaigns that support sales objectives.

• Manage department budgets, forecasting, and cost control to ensure profitability.
• Optimize workforce planning, scheduling, and resource allocation.
• Ensure adherence to operational policies, quality standards, and compliance requirements.

• Maintain a high standard of customer service across all touchpoints.
• Monitor call quality and customer satisfaction metrics, implementing corrective actions as needed.
• Resolve escalated customer issues promptly and effectively.

• Prepare regular reports on department performance, sales achievements, and operational metrics.
• Present insights and recommendations to senior management to support strategic decision-making.

Qualifications & requirements:

• Bachelor’s degree in business administration, marketing, or related field.
• 7+ years of experience in telesales and call center operations, with at least 3 years in a managerial role.
• Strong analytical, leadership, and communication skills.
• Proficiency in CRM systems, call center software, and Microsoft Office Suite.
• Excellent organizational and problem-solving abilities.
• Ability to work under pressure and adapt to a fast-paced environment.

Benefits:

Discover the benefits of joining B.TECH: more than just a job

• Comprehensive health and life insurance.
• Flexible work arrangements to support work-life balance.
• Professional development and training opportunities for advancement and career growth.
• Employee discounts and wellness programs.
• High performance and rewarding culture.

If you're ready to take your career to the next level and contribute to the success of a thriving organization, B.TECH is the place for you.