Operations Manager

Responsibilities

Operations & Team Management

• Support the planning and coordination of operational infrastructure in line with company policies and legal requirements.
• Manage and develop inbound and outbound sales and/or service teams to achieve performance and service-level targets.
• Monitor individual and team performance metrics, ensuring quality control measures are consistently applied.
• Oversee day-to-day operational activities, implementing policies, procedures, and operational initiatives.
• Ensure sales and service commitments are met by effectively managing lead handling and conversion of warm and hot leads.

Performance & Reporting

• Track, measure, and analyze operational and sales performance metrics.
• Prepare and submit accurate daily, weekly, and monthly operational reports.
• Identify performance gaps and recommend process improvements to enhance efficiency and results.

Collaboration & Campaign Support

• Work closely with Marketing and Business Development teams to support campaign execution and measure effectiveness.
• Assist in testing, evaluating, and optimizing campaigns to improve lead quality and conversion rates.
• Support initiatives that drive additional business from existing clients.

Business Improvement & Client Support

• Contribute to business improvement initiatives by gathering operational requirements and providing practical insights.
• Coordinate with internal teams to ensure improvement projects are delivered effectively and on schedule.
• Maintain regular communication with clients regarding operational updates and service enhancements.
• Support issue resolution and escalate concerns as needed to ensure client satisfaction.
• Proactively recommend improvements to services and processes to meet client needs better