Head of Sales Operations - Virtual/Remote

We're seeking a proactive leader with a passion for delivering exceptional service and a proven track record in the BPO industry to join our team as an Operations Manager, specializing in Sales in the Telecommunications industry. This role focuses on driving growth through effective management of sales strategies, team performance, and operational excellence.

Key Responsibilities
Team Leadership and Development

Train and develop a high‑performing team of call center sales agents.

Set clear performance expectations and conduct regular performance reviews.

Create a positive and motivating work environment that drives agent engagement, productivity, and sales performance.

Sales Strategy Implementation

Develop and execute comprehensive sales strategies tailored to client needs and market trends.

Analyze sales data and performance metrics to identify opportunities for growth and drive strategic initiatives.

Collaborate with stakeholders to ensure alignment of sales goals with overall business objectives.

Operational Management

Oversee daily call center operations to ensure compliance with quality standards and performance metrics.

Manage staffing, scheduling, and resource allocation to meet service level agreements (SLAs) and sales targets.

Monitor and analyze key performance indicators (KPIs) related to sales performance and conversion rates.

Process Improvement

Identify areas for process optimization and implement best practices to enhance the sales process.

Conduct training sessions and workshops to ensure agents are equipped with effective sales techniques and product knowledge.

Leverage technology and data analytics to improve operational efficiency and sales effectiveness.

Customer Engagement and Issue Resolution

Develop initiatives to proactively engage with customers and identify upselling or cross‑selling opportunities.

Handle escalated customer issues and ensure resolutions that support both customer satisfaction and sales outcomes.

Utilize customer insights to inform sales strategies and enhance product or service offerings.

Other duties as assigned based on business need.

Qualifications
Experience

5+ years of experience in call center operations, with a focus on sales in a BPO environment.

5+ years of Telecommunications industry experience.

Demonstrated success in managing teams and implementing sales strategies.

Skills

Strong analytical skills with the ability to interpret data and make data‑driven decisions.

Excellent communication, negotiation, and interpersonal skills.

Proficient in call center technology and customer relationship management (CRM) systems.

Ability to thrive in a dynamic, fast‑paced environment.

Fully remote.

May require flexibility for evening or weekend shifts based on operational needs.

Industry: Outsourcing and Offshoring Consulting

Employment Type: Full-time

Seniority level: Mid‑Senior level

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