Operations Assistant Manager| Travel And Cruise Account
Gratitude Inc Manila Full-time
Job Title: Operations Assistant Manager| Travel And Cruise Account
Work Location: MOA
Work Setup & Schedule:Onsite/ GY
Salary: 65,000 Package
Headcount: 2
The Assistant Manager – Sales Operations is responsible for leading and overseeing multiple teams of outbound
sales professionals, driving overall performance, and ensuring the achievement of sales targets, quality standards, and customer experience goals.
This role focuses on coaching team leaders, optimizing processes, and executing operational strategies, while
fostering a high-performance, results-driven culture. The Assistant Manager also serves as a key escalation point and
�� Team & Performance Management
Oversee and manage Team Leaders and their respective sales teams to ensure achievement of sales
targets, KPIs, and quality standards
Monitor and evaluate team performance including conversion rates, revenue generation, productivity, and adherence
strategies and coaching frameworks
Conduct calibration sessions, call reviews, and performance deep dives to strengthen sales
effectiveness
Partner with management to implement sales campaigns, outbound strategies, and lead generation
initiatives
Ensure consistent execution of value-based selling techniques, objection handling, and customer
engagement strategies
Oversee daily operations to ensure service levels, productivity, and staffing requirements are met
Monitor attendance, schedule adherence, and workforce utilization
Ensure strict adherence to company policies, compliance standards, and CRM documentation
Review and analyze daily, weekly, and monthly performance reports
Identify trends, risks, and opportunities, and provide actionable insights to senior leadership
Act as the primary escalation point for complex customer issues, operational concerns, or system
challenges
Collaborate with cross-functional teams (Operations, QA, Training, Workforce) to address business needs
Foster a high-performance, positive team environment through recognition, engagement, and coaching
Bachelor’s degree in Business Administration, Marketing, Communications, or related field
Minimum of 4–6 years relevant BPO experience, with at least 2–3 years in a leadership role managing
Team Leaders or supervisors
Experience in outbound sales, telemarketing, or revenue-driven environments is highly preferred
Strong knowledge of CRM systems (Salesforce preferred)
Proficient in Microsoft Office tools (Excel, PowerPoint, Outlook)
Familiarity with sales performance metrics (conversion, revenue, AHT, adherence)
Strong leadership and people management skills, with the ability to manage leaders
Excellent communication and stakeholder management skills
Deep understanding of sales funnels, conversion drivers, and value-based selling
Strong analytical and decision-making capabilities
Ability to manage multiple priorities in a fast-paced environment
High level of accountability, ownership, and results orientation
Strong coaching and performance management expertise
Willingness to work in a shift-based environment aligned with global or U.S. business hours
Work Location: MOA
Work Setup & Schedule:Onsite/ GY
Salary: 65,000 Package
Headcount: 2
Start Date: ASAP
Role Overview (Basic Purpose)The Assistant Manager – Sales Operations is responsible for leading and overseeing multiple teams of outbound
sales professionals, driving overall performance, and ensuring the achievement of sales targets, quality standards, and customer experience goals.
This role focuses on coaching team leaders, optimizing processes, and executing operational strategies, while
fostering a high-performance, results-driven culture. The Assistant Manager also serves as a key escalation point and
partners closely with senior leadership to deliver business objectives and continuous improvement initiatives.
Key Responsibilities�� Team & Performance Management
Oversee and manage Team Leaders and their respective sales teams to ensure achievement of sales
targets, KPIs, and quality standards
Monitor and evaluate team performance including conversion rates, revenue generation, productivity, and adherence
Drive accountability through regular performance reviews and structured coaching plans
�� Coaching & Capability Development
Provide coaching and development support to Team Leaders, ensuring consistent application of salesstrategies and coaching frameworks
Conduct calibration sessions, call reviews, and performance deep dives to strengthen sales
effectiveness
Identify skill gaps and implement targeted training, refresher sessions, and development programs
�� Sales Strategy & Execution Partner with management to implement sales campaigns, outbound strategies, and lead generation
initiatives
Ensure consistent execution of value-based selling techniques, objection handling, and customer
engagement strategies
Drive continuous improvement in conversion rates and revenue performance
�� Operational Management Oversee daily operations to ensure service levels, productivity, and staffing requirements are met
Monitor attendance, schedule adherence, and workforce utilization
Ensure strict adherence to company policies, compliance standards, and CRM documentation
requirements
�� Reporting & Insights Review and analyze daily, weekly, and monthly performance reports
Identify trends, risks, and opportunities, and provide actionable insights to senior leadership
Support data-driven decision-making to improve sales outcomes and operational efficiency
�� Stakeholder & Escalation Management Act as the primary escalation point for complex customer issues, operational concerns, or system
challenges
Collaborate with cross-functional teams (Operations, QA, Training, Workforce) to address business needs
Maintain strong alignment with leadership on business priorities and performance targets
�� Culture & Engagement Foster a high-performance, positive team environment through recognition, engagement, and coaching
Promote accountability, teamwork, and continuous improvement across all levels
Qualifications Bachelor’s degree in Business Administration, Marketing, Communications, or related field
Minimum of 4–6 years relevant BPO experience, with at least 2–3 years in a leadership role managing
Team Leaders or supervisors
Experience in outbound sales, telemarketing, or revenue-driven environments is highly preferred
Exposure to Travel & Hospitality or similar industries is an advantage
Technical & Functional Proficiency Strong knowledge of CRM systems (Salesforce preferred)
Proficient in Microsoft Office tools (Excel, PowerPoint, Outlook)
Familiarity with sales performance metrics (conversion, revenue, AHT, adherence)
Experience with call monitoring tools and reporting dashboards
Key Competencies Strong leadership and people management skills, with the ability to manage leaders
Excellent communication and stakeholder management skills
Deep understanding of sales funnels, conversion drivers, and value-based selling
Strong analytical and decision-making capabilities
Ability to manage multiple priorities in a fast-paced environment
High level of accountability, ownership, and results orientation
Strong coaching and performance management expertise
Ability to handle escalations and conflict resolution professionally
Work Requirements Willingness to work in a shift-based environment aligned with global or U.S. business hours
Comfortable working in a high-pressure, performance-driven BPO environment
Interested and qualified Candidates should send their CV to est•••••••••••@gratitudeindia.com
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