Sales Operations Manager

The Sales Operations Manager is responsible for leading a high-performing team of inbound and outbound sales agents to deliver exceptional customer experiences and achieve ambitious commercial targets. This role acts as a bridge between operational execution and strategic commercial goals, ensuring that day-to-day activities are optimized through data-driven workforce planning and continuous process improvement.

Key Responsibilities

• Culture Building: Lead, motivate, and develop a team of sales agents, fostering a performance culture aligned with both service and sales KPIs.
• Coaching & Development: Drive agent behaviors that maximize commercial outcomes while ensuring a balanced delivery of quality and compliance.
• Talent Management: Support recruitment, training, and talent acquisition efforts to ensure the team is staffed with qualified, high performing individuals.

• Daily Oversight: Manage day-to-day operations to ensure service levels (SLAs), sales targets, and quality standards are consistently met or exceeded.
• Resource Optimization: Utilize workforce management (WFM) tools to analyze data, provide forecasting insights, and ensure optimal staffing across peak and off-peak volumes.
• Issue Resolution: Proactively identify operational bottlenecks or service disruptions and implement corrective actions to maximize productivity.

• Continuous Improvement: Lead initiatives to streamline workflows and enhance customer experience by refining scripts, campaigns, and internal processes.
• Insights & Strategy: Provide actionable insights on customer behavior and market trends to inform broader commercial strategies and engagement approaches.
• Change Management: Lead operational changes and system implementations, ensuring effective communication and teamadoption.

Requirements

• Educational Background: Bachelor’s degree in Business, Operations, Management, or a related field (equivalent experience considered).
• Professional Experience: Proven experience managing inbound and outbound call center teams within a sales-driven or customer-service-focused environment.
• Change Leadership: Demonstrated ability to lead teams through technology transitions and evolving business priorities.

• Analytical Proficiency: Strong ability to interpret operational data, identify trends, and implement performance-enhancing solutions.
• System Fluency: Proficiency with CRM systems, telephony platforms, and workforce management tools.
• Advanced MS Office: High proficiency in Microsoft Office, particularly advanced Excel.
• Communication: Excellent verbal and written English skills, with the ability to influence stakeholders at all levels.

• Core Competencies: Sales and service excellence, proactive problem solving, and effective stakeholder coordination.
• Personal Attributes: High flexibility, people agility, and a strong learning attitude.