Operation Manager

Operation Manager

About the company

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.

From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

We are looking for an experienced Operations Manager to lead high-volume outbound sales
operations. The candidate should have strong expertise in managing call center sales teams, dialer
operations, MIS reporting, and driving operational performance while leading a team of 100+
executives.
Key Responsibilities
● Manage end-to-end outbound sales operations and ensure achievement of business KPIs.
● Lead and manage a team of 100+ executives through Team Leaders, ensuring productivity,
adherence, and performance targets are consistently met.
● Monitor key operational metrics including Attempts, Connect%, Conversion, Productivity, AHT,
Adherence, Occupancy, and Quality.
● Drive daily performance reviews, WBR/MBR discussions, and implement action plans to
improve business outcomes.
● Manage dialer operations, including campaign planning, dialing strategy, lead allocation, CLIP
management, and coordination with technology teams.
● Analyze operational performance through MIS reports and dashboards to identify trends, gaps,
and improvement opportunities.
● Coordinate with Training, Quality, Workforce Management, IT, and Reporting teams to improve
operational efficiency.
● Ensure SLA compliance, process adherence, and timely resolution of operational issues.
● Drive coaching, performance management, and development plans for Team Leaders and
executives.
● Prepare and present daily, weekly, and monthly business performance reports to leadership.
Desired Candidate Profile
● 5–8 years of experience in BPO/Call Center Sales Operations.
● Minimum 2 years of experience managing a team of 100+ executives through Team Leaders.
● Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar
platforms).
● Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational
analytics.
● Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and
operational governance.
● Strong stakeholder management, problem-solving, and decision-making skills.
● Excellent communication and people management abilities.

Qualifications

Desired Candidate Profile
● 5–8 years of experience in BPO/Call Center Sales Operations.
● Minimum 2 years of experience managing a team of 100+ executives through Team Leaders.
● Hands-on experience with outbound dialers (Ameyo, Ozonetel, Genesys, Vicidial, or similar
platforms).
● Strong knowledge of MIS reporting, Excel, Google Sheets, dashboards, and operational
analytics.
● Proven experience in managing sales KPIs, productivity, conversion, workforce planning, and
operational governance.
● Strong stakeholder management, problem-solving, and decision-making skills.
● Excellent communication and people management abilities.

Additional Information

Preferred Skills
● Expertise in outbound sales campaigns.
● Strong analytical and reporting skills.
● Experience in performance improvement and process optimization.
● Ability to manage multiple stakeholders in a fast-paced environment.
● Advanced proficiency in Microsoft Excel and Google Sheet

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.