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.
Job DescriptionWe 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.
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.
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.
Skills Required
- 5-8 years of experience in BPO or call center sales operations
- At least 2 years of experience managing 100+ executives through Team Leaders
- Hands-on experience with outbound dialers such as Ameyo, Ozonetel, Genesys, Vicidial, or similar platforms
- Strong knowledge of MIS reporting, Microsoft Excel, Google Sheets, dashboards, and operational analytics
- Experience 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
- 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 Sheets
Swiggy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Swiggy and has not been reviewed or approved by Swiggy.
-
Equity Value & Accessibility — Equity grants and recurring liquidity events are ongoing, and feedback suggests office employees value this as part of total compensation. These programs provide a meaningful wealth‑creation lever by India tech standards.
-
Parental & Family Support — Gender‑neutral parental policies were expanded with extended leave, flexible/part‑time options, bonding leave, fertility/adoption support, and structured re‑entry. Feedback suggests these updates are viewed as progressive and supportive for caregiving.
-
Healthcare Strength — Company‑paid accident insurance for delivery partners includes hospitalization and OPD cover with extensions to family members. This safety net is notable within the gig‑economy context.
Swiggy Insights
What We Do
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 a logistics hub of excellence today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees. With Swiggy’s New Supply and the recent launches of Swiggy Instamart, Swiggy Genie, and Guiltfree, we are consistently making waves in the market, while continually growing the opportunities we offer our people. *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.
