Purpose of the role

The Senior Operations Manager is responsible for the day-to-day execution and performance of assigned sales campaigns, ensuring alignment with strategic objectives defined by the Head of Sales Operations. This role bridges strategy and execution by managing people, driving performance, and collaborating cross-functionally with Recruitment, Training, QA, and IT to deliver against client and internal expectations.

Campaign Operations & Delivery

• Manage daily campaign operations, ensuring achievement of KPIs and compliance with SLAs.
• Execute campaign strategies and business plans in alignment with Head of Sales Ops.
• Collaborate with internal departments (IT, QA, HR, Training) to ensure seamless operations.
• Monitor performance dashboards, flag risks, and implement proactive solutions.

People & Performance Management

• Lead Team Leaders and agents in delivering campaign objectives.
• Monitor team and individual performance; initiate coaching and performance improvement plans as needed.
• Build a culture of high performance, energy, and accountability.
• Support development of high-potential talent and succession planning.

Recruitment & Onboarding Support

• Partner with Recruitment to align hiring with campaign needs.
• Participate in candidate screening and calibration sessions.
• Oversee onboarding processes to ensure operational readiness and speed to competency.

Training & Development

• Work with Training to identify skills gaps and provide operational input into training design.
• Reinforce learning on the floor and champion continuous learning.
• Provide post-training feedback and ensure the transfer of training into performance.

Client Engagement & Reporting

• Support Head of Sales Ops in preparing WBRs, MBRs, and QBRs.
• Deliver operational insights and performance data with clarity and confidence.
• Respond to client concerns professionally and implement feedback-driven improvements.

Quality Assurance & Compliance

• Work with QA to uphold quality and compliance standards.
• Conduct regular operational audits and implement corrective actions.
• Foster a culture of excellence and continuous improvement.

Qualifications / Education:

• Tertiary qualification in Business, Operations, or a related field (preferred).
• Relevant industry certifications (advantageous).

Work Experience:

• 3–5 years in a senior operations or campaign management role within a BPO or high-volume sales environment.
• Experience managing large frontline teams (150–300+ FTEs).
• Experience working with international clients, particularly USA-based.
• Exposure to performance reporting, coaching, and operational risk management.

Core Competencies:

• Operational leadership and floor management
• Execution-focused project and workflow management
• Performance optimization and coaching
• Strong analytical and data-driven decision-making
• Excellent communication and interpersonal skills
• Problem-solving and adaptability
• Stakeholder management
• Planning, organization, and time management

Personal Characteristics

• Resilient and performance-driven
• Calm under pressure; structured and composed
• Assertive, clear communicator with collaborative instincts
• Passionate about people development
• Proactive and open to feedback
• Leads by example; fosters energy and ownership
• Solution-oriented and highly dependable