Goodscore - Telecalling Operations Manager

Company Overview:

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now, empowering over 1 million users to take control of their credit health, we are one of Indias fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on a 1x to 100x journey. Were building a team that shares our vision of transforming how India manages credit.

Role Overview:

The Operations Manager will be directly responsible for meeting monthly sales targets through large-scale telecalling operations. The ideal candidate has a consistent, proven track record of achieving or exceeding sales targets month-on-month and has experience in building, managing, and scaling large inside sales teams in a high-growth, high-pressure environment.

Key Responsibilities:

Sales Target Ownership & Delivery

- Take full ownership of revenue targets and ensure consistent achievement month over month.

- Closely monitor sales funnel metrics, call volumes, conversions, and productivity KPIs.

- Motivate, guide, and enable the team to drive daily performance and maintain a winning mindset.

Team Leadership & Scaling

- Lead and manage a growing team of 200500+ telecallers through a structured hierarchy of Team Leaders, QAs, and Trainers.

- Build a performance-driven culture with clear KPIs, real-time feedback, and result-linked incentives.

- Rapidly scale up the team in coordination with recruitment and training teams.

Process Excellence & Productivity

- Implement structured SOPs, talk tracks, and quality guidelines to ensure process consistency.

- Optimize lead distribution, dialer strategy, and CRM efficiency for maximum conversions.

- Use data-driven insights to identify gaps and take corrective actions swiftly.

Performance Management & Coaching

- Review daily, weekly, and monthly team/individual performance and intervene when needed.

- Conduct regular huddles, performance reviews, and targeted coaching sessions for low performers.

- Drive adoption of sales best practices across the team.

Compliance & Governance

- Ensure 100% adherence to regulatory and internal compliance standards across all sales activities.

- Address customer escalations and ensure resolution within defined SLAs.

Reporting & Cross-functional Collaboration

- Deliver detailed performance reports and forecasts to leadership.

- Collaborate with Product, Marketing, Tech, and HR teams to align operational goals with broader business strategy.

Requirements:

- Education: B.Tech / Quant graduate (MBA preferred) from Tier 1 and Tier 2 colleges

- Experience: 8-12 years in telesales/inside sales leadership, preferably in EdTech, FinTech, BFSI, eCommerce

- Proven Record: Must have consistently met or exceeded sales targets in previous roles.

- People Management: Experience managing large teams (200+ agents) and scaling to 500+.

- Analytical Skills: Strong data orientation with the ability to derive insights and take swift action.

- Tech Savvy: Familiar with dialers (Ameyo, Exotel, Tata Tele), and Excel/Google Sheets.

- Mindset: High ownership, target-driven, thrives under pressure, and is comfortable in fast-moving environments.