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Goodscore - Telecalling Operations Manager
GoodscoreBangalore, India22 days ago
Job descriptionLead 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. 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. 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. Ensure 100% adherence to regulatory and internal compliance standards across all sales activities. Address customer escalations and ensure resolution within defined SLAs. Deliver detailed performance reports and forecasts to leadership. Collaborate with Product, Marketing, Tech, and HR teams to align operational goals with broader business 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.
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
Process Excellence & Productivity
Performance Management & Coaching
Compliance & Governance
Reporting & Cross-functional Collaboration
(ref : iimjobs.com)
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Operation Manager • Bangalore, India
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