Operations Manager

Job title: Operations Manager
Work Location: UltraLag, Lagunilla, Heredia
Experience: 3+ years of experience in Sales Operations, BPO Operations, Outbound Sales Management, or related leadership roles.
Education Qualification: Any Diploma

Summary:

• The Sales Operations Manager (OM) will lead and oversee the operational performance of Sales programs, ensuring high productivity, strong sales performance, operational excellence, and client satisfaction. This role is responsible for driving outbound sales strategy execution, pipeline and funnel management, coaching leadership teams, improving conversion metrics, and ensuring teams consistently achieve KPIs and revenue goals.
• The ideal candidate is a highly analytical and results-driven leader with strong experience managing outbound sales environments, developing leaders, driving accountability, and building scalable operational processes in fast-paced BPO or sales organizations.

Roles and Responsibilities:

• Lead and manage outbound sales operations, ensuring achievement of client and business KPIs.
• Oversee Team Leads, Quality Analysts, and Sales teams to drive high performance and accountability.
• Monitor and improve sales funnel performance, pipeline health, conversion rates, and operational efficiency.
• Develop and execute action plans to improve productivity, quality, attendance, and revenue generation.
• Conduct regular business reviews, calibration sessions, and performance analyses with internal stakeholders and clients.
• Drive coaching culture focused on sales effectiveness, objection handling, negotiation, and consultative selling.
• Analyze operational and sales performance data to identify trends, opportunities, and risks.
• Ensure operational excellence through process optimization, SLA compliance, and continuous improvement initiatives.
• Collaborate cross-functionally with TA, Training, QA, Workforce Management, HR, and Client stakeholders.
• Maintain strong client relationship management through transparent communication and operational ownership.
• Lead staffing, forecasting, scheduling, and resource planning initiatives to support business demands.
• Ensure teams adapt quickly to process updates, client expectations, and evolving business needs.
• Present operational performance reports, insights, and action plans to leadership and clients.
• Foster a high-performance culture focused on accountability, engagement, and employee development.

KPIs / Performance Metrics:

• Sales Conversion Rate
• Revenue Achievement
• Pipeline Health & Funnel Performance
• SLA & Productivity Compliance
• Attendance & Attrition Management
• Client Satisfaction Metrics
• QA & Coaching Effectiveness
• Employee Engagement & Retention
• Operational Efficiency Improvements

Required Skills and Competencies:

• English B2+
• Operational Leadership
• Outbound Sales Leadership
• Operational Excellence
• Performance Management
• Accountability & Ownership
• High-Performance Team Management
• Sales & Business Management
• Pipeline & Funnel Management
• Sales Coaching & Development
• Revenue & Conversion Optimization
• Forecasting & Workforce Planning
• Client Relationship Management
• Analytical & Strategic Skills
• Data-Driven Decision Making
• KPI Analysis & Reporting
• Root Cause Analysis
• Process Improvement
• Business Strategy Execution
• Interpersonal & Behavioral Competencies
• Cross-Functional Collaboration
• Adaptability in High-Pace Environments
• Conflict Resolution
• Strong Communication Skills
• Leadership Presence & Influence

Preferred Qualifications:

• Experience managing outbound sales campaigns within BPO environments.
• Experience working with delivery platforms or similar SMB sales programs is highly preferred.
• Advanced Excel and reporting skills; Power BI knowledge is a plus.
• Strong experience managing large-scale operations and multiple stakeholders.
• Proven track record of driving sales growth and operational improvements.
• Experience with CRM platforms such as Salesforce, Outreach, or similar tools.