Position: Manager – Inside Sales Operations & Workforce Management

Location: Pune

Experience: 6 - 8 years (minimum 3 - 4 years in inside sales)

Department: Inside Sales

Working Days: 6 Days a week

About the role

Frido runs a high-volume B2C inside sales floor of 120+ agents selling across multiple health and wellness categories, including mobility, ergonomic furniture, footwear, orthotics and body support. We’re looking for an operations leader who can own the floor end to end and build the systems and processes that help our sales teams close faster.

This is not a CRM admin role. You’ll be the person who makes the floor run smoothly every day and keeps finding ways to make it easier for agents to sell.

What you’ll do

Own day-to-day floor management across all category teams, working closely with Group Heads and Team Leads
Run workforce management: capacity planning, rostering, shift adherence, attendance, occupancy and call-volume forecasting
Track and improve floor metrics such as connect rates, talk time, conversion, AHT and productivity per agent
Design and roll out sales processes, SOPs and playbooks that remove friction from the agent’s day
Identify, evaluate and implement tools and systems (dialers, lead routing, automation, dashboards, scripts) that help agents close more deals
Work with QC/quality and training to close performance gaps and improve call quality
Build clear MIS and reporting so leadership has real-time visibility of the floor
Act as the Head of Inside Sales’ right hand on operations, taking ownership of execution so leadership can focus on growth

What we’re looking for

6–8 years of experience, with at least 3–4 years in inside sales operations in India
Strong background in B2C calling operations, BPO operations or tele-sales floor management
Hands-on experience managing large teams (50–100+ agents) through TLs and managers
Solid grasp of workforce management, dialer systems, lead management and CRM workflows
Process-oriented: you see a bottleneck and fix it with a system, not a workaround
Comfortable with data and Excel/Google Sheets; dashboards or BI tools are a plus
A hands-on leader who is comfortable being on the floor, not just in meetings

Why Frido

High-ownership role working directly with sales leadership
A large, fast-growing floor where your systems will have visible impact

Interested candidate share their resume on Advait.p@myfrido.com DM me on LinkedIn

Frido

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Inside Sales Operations & Workforce Management