Sales Operations Manager

About the Role

We are an appointment setting call center serving the US market. We need a self-sufficient Sales Operations Manager to build our sales operation from scratch designing strategies, processes, funnels, KPIs, and performance systems. You will supervise 2 Team Leaders, a Trainer, and agents, and be fully responsible for creating a strong, sustainable system.

Key Responsibilities

Design and implement the full sales process and funnel for appointment setting.

Build call scripts, objection handling frameworks, and a sales playbook.

Define and track KPIs (conversion rates, contact rates, show rates, calls/hour, quality scores).

Build dashboards and reporting systems for individual and team performance.

Supervise and coach Team Leaders, Trainer, and agents.

Conduct performance reviews, implement PIPs for underperformers.

Create SOPs for all sales operations.

Optimize CRM and dialer usage for maximum productivity.

Set up QA processes including call scoring and calibration sessions.

Work with the Trainer to develop onboarding and ongoing training programs.

Ensure compliance with US telemarketing regulations (TCPA, DNC).

Deliver weekly/monthly reports and proactively solve problems.

Requirements

Must-Have

Fluent in English native or near-native level (spoken and written). This is non-negotiable.

5+ years in sales operations or call center management.

Proven experience building sales processes and KPI systems from scratch.

Experience managing outbound call center teams serving the US market.

Strong knowledge of CRM tools (HubSpot, Salesforce, GoHighLevel) and dialer systems.

Available for night shift: MonFri, 4 PM 12 AM.

Nice-to-Have

Appointment setting industry experience (B2B or B2C).

Workforce management and scheduling background.

Data analytics tools (Excel advanced, Power BI, Tableau).