Assistant Operations Manager

Key Responsibilities

• Write clear, practical SOPs that reflect how we actually work.
• Brief and train Team Leaders on every new or updated SOP.
• Hold TLs accountable for consistent SOP execution across their teams.
• Review SOPs regularly and update them when processes change.

• Directly manage 5 or more Team Leaders across sales and operations.
• Set clear expectations, run regular 1:1s, and address performance gaps promptly.
• Build a culture of accountability, ownership, and continuous improvement.
• Support TL development through structured coaching and feedback.

• Monitor daily, weekly, and monthly performance data across conversion, compliance, and productivity.
• Identify trends, root causes, and opportunities using data, not assumptions.
• Report performance insights to the Operations Manager with clear recommendations.
• Build and maintain dashboards or trackers to support decision-making.

• Act as a sales coach, not just a manager. Be on the calls, review recordings, identify gaps.
• Work with TLs to run targeted coaching sessions that improve conversion rates.
• Develop and implement sales playbooks aligned with CIMET's products and value proposition.
• Drive a sales-first culture where every team member understands their role in the result.

• Ensure the team meets all regulatory and internal compliance standards.
• Conduct audits and quality reviews with clear follow-up actions.
• Partner with the Quality team to close compliance gaps fast.

• Model CIMET values in every interaction: integrity, accountability, customer focus, and growth.
• Create a positive, high-energy team environment where people want to perform.
• Recognize strong performance and address disengagement before it spreads.

• Proven experience managing Team Leaders in a BPO, contact center, or sales environment.
• Demonstrated ability to write, implement, and enforce SOPs.
• Strong analytical skills: you are comfortable with data, spreadsheets, and performance reporting.
• Track record of hitting or exceeding sales conversion and compliance targets.
• Excellent communication skills in English, both written and verbal.
• Hands-on coaching style. You lead from the front.