GENERAL DESCRIPTION

This role will manage day-to-day operations of sales accounts to ensure client goals and revenue objectives are met. The Operations Manager will provide strategic direction and leadership to sales teams to ensure strong performance and engagement. Duties also include enhancing processes, tracking critical metrics, and executing plans to strengthen overall account performance. Key responsibilities also include, but are not limited to:

Sales & Performance Management

• Oversee daily sales operations to meet revenue, conversion, and productivity targets
• Monitor and analyze performance metrics, identify trends, and implement corrective actions
• Ensure compliance with operational processes, quality standards, and company policies
• Drive continuous improvement initiatives to optimize sales results

People Leadership & Development

• Lead, coach, and mentor Team Leaders and Sales Agents to maximize performance
• Conduct performance reviews, coaching sessions, and team calibration meetings
• Collaborate with Training and Quality teams to address skill gaps and enhance team capabilities
• Promote employee engagement, retention, and career growth

Stakeholder & Client Management

• Act as the primary operational contact for internal and external stakeholders
• Provide regular updates, reports, and actionable insights to management
• Ensure KPIs, SLAs, and operational commitments are consistently met

Operational Excellence & Process Improvement

• Optimize workflows, staffing, and resource allocation to drive efficiency and revenue
• Identify opportunities for process improvements and implement best practices
• Manage escalations, resolve operational issues, and maintain business continuity

Reporting & Governance

• Prepare and present accurate performance reports
• Track operational risks and ensure compliance with data privacy and regulatory requirements

• Bachelor’s degree in Business, Management, or related field (preferred)
• Minimum 5 years’ experience in BPO operations with strong focus on sales or revenue-generating programs
• Proven experience managing sales teams and driving performance improvements
• Strong knowledge of sales KPIs, forecasting, and operational metrics
• Excellent leadership, communication, and analytical skills
• Data-driven, results-oriented, and able to thrive in a fast-paced environment