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


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


You are kindly required to provide answers to the below Pre-Screening Notes:

Educational Attainment:

Outbound Sales Experience (BPO):

Travel Experience:

Last Drawn Salary:

Expected Salary: