Sales Operations Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

A SNAPSHOT OF YOUR ROLE

As a Sales Operations Manager, you are responsible for directing and managing all operational activities in your assigned area. This includes leading and developing a high-performing team, implementing operational strategies to drive efficiency and productivity, ensuring quality service delivery to clients, and achieving operational targets and key performance indicators (KPIs).

In this role, you will work hand in hand with the Sales Team and put in place strategies to ensure that the call center meets its targets in delivering excellence.

The Sales Operations Manager supports the effective delivery of sales operations across multiple channels, ensuring team activities are well-coordinated, performance is tracked, and service outcomes are achieved in line with agreed operational expectations.

Roles And Responsibilities

• Lead day-to-day operations for the sales program, including the initial operating model of Sales Agents, Team Leader support, and shared Reporting and Process Analyst support.
• Manage blended outbound and inbound B2C sales operations, with particular focus on outbound performance, inbound handling, lead management, and conversion outcomes.
• Oversee the accurate recording, tracking, and reporting of sales activity through Microsoft Dynamics and other approved operational reporting tools.
• Partner with Team Leaders to provide coaching, supervision, and performance support to Sales Agents, ensuring agreed scorecard KPIs, quality standards, and compliance requirements are met.
• Monitor operational coverage across the agreed hours of operation and coordinate staffing, shift patterns, attendance, and escalation support to maintain service continuity.
• Support implementation, transition, hypercare, and steady-state operations by helping embed the Customer/Acquire Operations Manual, standard operating procedures, reporting cadence, and quality assurance framework.
• Coordinate with training, quality, reporting, workforce, IT, and client stakeholders to ensure agents are equipped with current product knowledge, systems access, approved scripts, compliant processes, and performance feedback.
• Maintain focus on compliance with privacy, caller data handling, call scripting, telemarketing obligations, information security, and other requirements relevant to the delivery of contact center services.
• Use operational insights, quality results, customer feedback, and performance reporting to identify opportunities for continuous improvement in sales effectiveness, process adherence, and customer outcomes.
• Act as an operational point of coordination between Acquire and Client stakeholders, escalating risks, blockers, staffing concerns, service issues, and performance trends in a timely and professional manner.
  
  

• A minimum of 5 years of experience in the contact center industry
• At least 3 years of experience in contact center leadership, including cross-functional teams/groups
• Proven experience in client relationship management and front-line supervisor development
• Excellent communication skills; listening, verbal and written
• Excellent organizational and time management skills
• Experience with maintaining and developing operational statistics, financial management information, and results reporting
• Strong analytical and problem-solving skills.
• Proficiency in budgeting and financial planning.
• Results-oriented with the ability to manage change while creating a positive environment.
• Proficient in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies.
• Thorough knowledge of call center operations.
• Flexibility to work long and irregular hours.
  
  

• Metrics as dictated by the clients
• Quality and compliance metrics
• Client Satisfaction Metric
• Company-driven metrics
  
  

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don’t take ourselves too seriously, just our results.