ROLE OVERVIEW
The Operations Manager is a senior leadership role responsible for driving operational execution, sales performance, and accountability across active TEL-CO sales programs. This position is designed for proven leaders who consistently deliver results, enforce standards, and operate with urgency, discipline, and ownership.
This role carries full accountability for operational outcomes, including supervisor effectiveness, frontline execution, KPI performance, and overall campaign success. The Operations Manager is expected to maintain a strong and visible floor presence, actively leading from the front while ensuring operational standards are executed consistently and without compromise.
Success in this position requires strong business acumen, decisive leadership, and the ability to identify and correct performance gaps quickly in a high-pressure, fast-paced sales environment. Candidates must already possess the maturity, judgment, and operational control required to lead independently and drive results without constant oversight.
This is not a developmental position. We are looking for leaders who already operate at a high level, hold themselves and others accountable, and understand that performance is measured by execution and outcomes—not effort or intent.
You are expected to bring urgency to every aspect of the operation, convert data into action, and deliver measurable improvements consistently. Missed targets require immediate recovery plans, operational adjustments, and accountability at all levels. Continuous improvement is not optional—it is the standard.
ELIGIBILITY REQUIREMENTS
Only candidates who meet all of the following qualifications will be considered:
- 5+ years of experience in Sales Operations, Call Center Operations, or related operational leadership roles
- Previous experience within a BPO or high-volume sales environment
- This is a 100% on site role and schedule is based on operation’s needs.
- Proven ability to influence cross-functional teams and drive execution without direct authority
- Strong understanding of the full customer lifecycle, including pre-sales, sales, retention, and customer success
- Experience supporting recurring revenue business models and performance-driven environments
- Strong understanding of sales operations, forecasting, KPIs, productivity metrics, and operational controls
- Advanced analytical and problem-solving capabilities with strong attention to detail
- Excellent verbal and written communication skills
- Self-driven leader with the ability to prioritize, execute, and adapt quickly in a fast-paced environment
- Proficiency with CRM platforms (Salesforce, HubSpot, etc.), Microsoft Excel, Google Workspace, and reporting tools
KEY RESPONSIBILITIES & EXPECTATIONS
Leadership & Accountability
- Establish, enforce, and maintain high-performance standards across supervisors and frontline teams
- Hold leaders and agents accountable for productivity, attendance, behavior, compliance, and results
- Lead with visibility and urgency while creating a culture centered around discipline, execution, and ownership
Operational Execution
- Maintain an active and consistent floor presence to identify issues in real time and drive immediate corrective action
- Ensure all operational processes, expectations, and KPIs are executed consistently and accurately
- Remove operational barriers quickly and decisively to protect production and performance
Sales Operations & Performance
- Refine and strengthen the sales operating model, including segmentation, territory management, and coverage strategies
- Improve sales inspection processes to increase consistency, forecast accuracy, and operational predictability
- Enhance operational cadence through structured pipeline reviews, forecast calls, business reviews, and performance calibrations
- Continuously drive improvements across all core business KPIs
Data Ownership & Reporting
- Own operational reporting and performance analytics across attendance, adherence, productivity, QA, PTO, sales conversion, and other key metrics
- Deliver clear, accurate, and actionable reporting to senior leadership, including business risks, action plans, and recovery strategies
- Utilize data to identify trends, performance gaps, and opportunities for operational optimization
Performance Management
- Develop and execute structured performance improvement plans for individuals and teams
- Address underperformance directly and proactively through coaching, accountability, and operational follow-through
- Maintain a no-excuses operating mentality focused on solutions, execution, and measurable outcomes
LEADERSHIP PROFILE
This role is intended for experienced leaders who are prepared to operate in a high-accountability environment where expectations are elevated and results matter.
Successful candidates will demonstrate:
- Strong operational control
- Executive-level accountability
- Consistent execution under pressure
- Sound judgment and decisiveness
- A relentless focus on performance, discipline, and continuous improvement
If you are looking for a role focused on ownership, operational leadership, and driving measurable business impact, this opportunity is designed for you.
Job Type: Full-time
Pay: $36,000.00 per month
Application Question(s):
- This is an onsite position, are you located in CDMX?
Experience:
- Sales Call Center: 5 years (Required)
- Managment: 5 years (Required)
Language:
- Advanced English (Required)
Work Location: In person
