Job Title: Operations Assistant Manager| Travel And Cruise Account

Work Location: MOA
Work Setup & Schedule:Onsite/ GY
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 sales
strategies 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