Sales Operations Manager

Join a fast-paced, constantly evolving, and ever-growing environment. At Afni, our contact center Operations teams put talent to work on diversified client projects. We are problem-solvers who work close to the action and drive measurable sales outcomes alongside operational excellence.

What you will be doing :

As a contact center Operations Manager for Transition, you will be responsible for the overall facilitation of multiple projects' key performance indicators, including quality, sales conversion, staffing levels, attrition, attendance, and profitability. The Operations Manager will directly manage a team of Operations Project Coaches and will play a critical role in transitioning new agents from training to full operational status, fostering their growth and development to ensure seamless integration with a strong focus on sales readiness and performance.

Essential Functions and Responsibilities :

• Oversee the transition of new agents from training to operations, ensuring they are equipped and supported for optimal performance in both customer experience and sales delivery.
• Collect, analyze, and present appropriate program data to improve performance and quality on assigned projects. Analyze daily, weekly, and monthly reports to monitor status and recommend future resource planning. Provide data for client-operations review and meet all deadlines as specified with emphasis on sales metrics such as conversion, upselling, and cross-selling.
• Ensure consistent and effective daily operations management by managing center resources and identifying opportunities to reduce costs and enhance customer call quality while maximizing revenue generation.
• Create and maintain a strong client interface with open lines of communication to ensure the highest levels of customer service and alignment on sales goals.
• Accountable for managing project teams and department spending while maximizing KPI achievement. Assist in planning and analyzing the center's operational budget and sales performance forecasts.
• Coordinate communication of policies and procedures, project objectives, and training between corporate, staff, and client. Document and assist in the implementation of center policies and procedures that support both operational excellence and sales growth.
• Facilitate leadership development by motivating, empowering, and providing immediate feedback to staff. Responsible for project hiring decisions, termination requests, time authorizations, development and presentation of performance appraisals, and coaching subordinates. Ensure staff performance issues are addressed promptly and professionally. Communicate potential performance issues and provide solutions to the Center Director including underperformance in sales achievement.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills) :