About the Role:

As an Assistant Manager - Operations (Sales), you will play a critical role in driving B2C sales operations while ensuring process efficiency, SLA adherence, and high levels of customer and employee satisfaction. You will manage a team of 50+ associates and team leaders, optimize sales performance, and work closely with internal stakeholders and clients to achieve business objectives.

This role demands strong sales acumen, people leadership, operational discipline, and the ability to thrive in a fast-paced contact center environment.

Key Responsibilities:

Sales & Operations Management:

- Manage day-to-day B2C outbound sales operations to ensure achievement of revenue and productivity targets.

- Drive sales across insurance products including Health, Motor, and Life Insurance.

- Ensure adherence to SLAs, quality benchmarks, compliance guidelines, and audit requirements.

- Monitor operational metrics such as conversion, productivity, absenteeism, and attrition.

Team Leadership & Performance Management:

- Lead and manage a team of 4050+ sales associates, including Team Leaders reporting directly to you.

- Conduct regular performance reviews, calibration sessions, and coaching interventions.

- Plan manpower allocation, shift schedules, and attendance to maximize operational efficiency.

- Support hiring, onboarding, training, and continuous development of team members.

Client & Stakeholder Management:

- Build and maintain strong relationships with clients and internal stakeholders.

- Conduct weekly and monthly business review meetings with clients to share performance updates and action plans.

- Ensure timely resolution of client escalations and audit observations.

Process Improvement & Compliance:

- Identify gaps in processes and drive continuous improvement initiatives.

- Ensure documentation, reporting accuracy, and compliance with internal and external audits.

- Implement best practices to improve sales effectiveness, customer experience, and employee engagement.

Desired Skills & Experience:

- 5-8 years of overall experience in B2C outbound telesales operations.

- Proven experience managing a team of 4050+ associates in a contact center environment.

- Strong background in insurance telesales (Health, Motor, or Life Insurance preferred).

- Demonstrated ability to drive sales targets, manage performance metrics, and improve conversion ratios.

- Strong people management skills with experience in coaching, mentoring, and performance calibration.

- Excellent reporting, MIS, and stakeholder communication skills.

- Ability to work under pressure, manage multiple priorities, and deliver consistent results.

- High level of integrity, ownership mindset, and action orientation.

What We Offer:

- Competitive fixed pay with attractive performance-based incentives

- Clear career progression and endless growth opportunities

- Group Medical Coverage (GMC)

- Group Personal Accident Insurance

- Gratuity

- Wellness and employee engagement programs

- Opportunities to contribute to CSR initiatives

- Continuous learning and talent enhancement programs

- Childcare facility

- Tax-saving flexible benefits