We are seeking an experienced and result-driven Customer Support Operations Manager for an international BPO environment to lead a high-performing Customer Support and Sales Operations team. The ideal candidate should have strong experience managing a team of 50-60 members, driving sales performance, improving customer satisfaction, building operational discipline, and creating scalable processes. This role requires a strong leader who can use analytics, process optimization, SOPs, automation, and coaching to minimize effort and maximize outcomes.
KEY RESPONSIBILITIES:
Lead, manage, and develop a team of 50-60 customer support and sales operations members across calls, chats, emails, and back-office workflows.
Drive team performance to achieve monthly and seasonal sales targets, conversion goals, upsell targets, service levels, and customer satisfaction goals.
Monitor daily, weekly, and monthly performance metrics, including sales conversion, productivity, quality scores, C...