Operations Manager - Sales | Dayshift | Uptown, BGC | Up to ₱85K

Acquire Intelligence; Taguig; Hybrid; PHP 1,674,000 - 2,344,000; Full time

Job summary

Acquire Intelligence is seeking an Operations Manager to deliver contracted service levels across multiple accounts while expanding account value. You will blend contact centre discipline with sales-focused leadership to guard margins and drive growth.

You will lead day-to-day delivery, oversee scheduling, coaching, and performance reviews, and work with clients on weekly/monthly business reviews to ensure targets are exceeded.

Responsibilities

• Run day-to-day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each
• Balance priorities, staffing and escalations across accounts without one account's demands degrading another
• Own account P&L inputs: utilization, occupancy, attrition and billable hours
• Maintain process documentation, knowledge bases and quality frameworks for each account
• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI
• Design and refine sales scripts, offers, objection handling and call flows with the client
• Identify upsell, cross-sell and scope expansion opportunities within existing accounts and build the business case for each
• Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target
• Act as the primary operational contact for each client, leading weekly and monthly business reviews
• Work with WFM on forecasting, scheduling and intraday management across all accounts

Job description

About the role

The role exists to deliver contracted service levels across several accounts at once while expanding each account's value to Acquire Intelligence. The successful candidate combines contact centre operational discipline with a sales leader's focus on conversion, pipeline and revenue. The Operations Manager is the primary operational contact for each client, owns account health and margin, and builds a small team that performs above target and is ready to scale when a client adds volume or new lines of business.

Key responsibilities

• Run day-to-day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each
• Balance priorities, staffing and escalations across accounts without one account's demands degrading another
• Own account P&L inputs: utilization, occupancy, attrition and billable hours
• Maintain process documentation, knowledge bases and quality frameworks for each account
• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI
• Design and refine sales scripts, offers, objection handling and call flows with the client
• Identify upsell, cross-sell and scope expansion opportunities within existing accounts and build the business case for each
• Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target
• Act as the primary operational contact for each client, leading weekly and monthly business reviews
• Work with WFM on forecasting, scheduling and intraday management across all accounts