Sales Operations Manager

About the role

The Sales Operations Manager leads a team of supervisors and contact‑center agents to deliver superior client performance. This role focuses on driving operational excellence, employee engagement, and compliance within a fast‑paced sales environment.

Key responsibilities

• Set and exceed client program service goals, monitoring performance, production, and quality.
• Manage call lists, analyze data, and implement program changes to meet client objectives.
• Review performance reports regularly and collaborate with supervisors for problem solving.
• Coach, mentor, and develop supervisors and agents, delivering performance appraisals and recognition programs.
• Contribute to budget and expense management, recommending cost‑saving initiatives.
• Oversee quality monitoring to improve CSR performance and ensure accurate metrics.
• Maintain strong client relationships to understand and support their goals.
• Partner with internal teams such as Training, Recruiting, HR, and IT to align initiatives.
• Communicate policies, drive employee engagement activities, and perform other duties as assigned.

Required profile

• College degree or equivalent experience.
• At least 3 years of supervisory or management experience, preferably in a BPO or contact‑center setting.
• Strong knowledge of customer contact‑center operations and internal systems.
• Excellent interpersonal, verbal, and written English communication skills.
• Analytical mindset with sound judgment and the ability to make decisions.

Required skills

• Microsoft Word
• Microsoft Excel (advanced spreadsheet creation and maintenance)

What we offer

• Opportunity to lead a high‑performing sales operations team.
• Professional development and mentorship.
• Collaborative work environment focused on employee satisfaction.