Operations manager

Gratitude Inc

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2 weeks ago

Operations manager

3-5 Year(s)

60 - 80 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Sales and retention

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Account: Sales and Retention

Work set up: Onsite at Taguig

Work shift: Shifting

Salary: 60,000 - 80,000 PHP

Start date: ASAP

BPO industry experience in the relevant role is important.

CRITICAL REQUIREMENT:

· Minimum of 3-5 years of Operations Manager experience in a call center or customer service environment, with a proven track record in sales and retention management.

· College graduate

· Open for Filipinos and local applicants only

About the Role:

As the Assistant Operations Manager for Sales & Retention at Firstsource Solutions

Limited, you will play a key role in driving the sales and retention performance of our call

centre operations in Taguig City, Metro Manila. In this full-time role, you will work closely with

the Operations Manager to oversee the day-to-day activities of our sales and retention teams,

ensuring that we provide exceptional service to our customers while meeting performance

targets.

What You’ll Be Doing:

Revenue and Target Management

Own the achievement of sales targets, upsell/cross-sell goals, and retention KPIs across teams.

Track daily, weekly, and monthly revenue performance; ensure adherence to conversion, AHT (Average Handling Time), and customer save rates.

Develop strategies to maximize CLTV (Customer Lifetime Value) and reduce churn.

Sales Coaching and Performance Uplift

Coach Team Leaders and Sales Agents on objection handling, sales pitch effectiveness, and customer engagement techniques.

Monitor live calls, provide real-time feedback, and conduct mock calls or roleplays to improve closing ratios.

Foster a competitive and motivational environment using incentive programs and performance contests.

Retention Strategy and Customer Experience

Implement save-a-sale tactics and win-back campaigns.

Analyze reasons for churn/cancellations and work with QA/Training to design call flow improvements.

Collaborate with clients on retention offers, policy updates, and escalation procedures.

Operations Oversight

Manage the day-to-day operations of sales/retention campaigns, ensuring full staffing and adherence to roster schedules.

Maintain optimal workforce utilization and support forecasting and staffing needs based on campaign volumes.

Client and Stakeholder Engagement

Conduct Weekly Business Reviews (WBRs) and Monthly Performance Reviews (MPRs) with clients.

Present actionable insights, performance trends, and strategic improvement plans.

Handle escalations and align internal processes with client expectations.

Quality and Compliance

Ensure adherence to compliance standards, especially in regulated industries (e.g., telco, finance).

Work closely with the QA and Compliance team to minimize mis-sells, false promises, or script deviations.

Drive a culture of ethical selling and transparent communication.

Reporting and Data-Driven Decision Making

Use dashboards and CRM tools (e.g., Salesforce, Avaya, Five9, etc.) to monitor sales metrics, agent performance, and retention trends.

Generate insights to optimize talk time, contact rate, and campaign effectiveness.

Training & Upskilling

Collaborate with the L&D team to ensure continuous training on product knowledge, systems, and soft skills.

Support onboarding of new hires and develop succession plans for high performers.

What We’re Looking For:

 Experience: Minimum of 3-5 years of experience in a call center or customer service environment, with a proven track record in sales and retention management.

 Skills:

o Strong leadership and interpersonal skills.

o Excellent communication skills, both verbal and written.

o Proficiency in data analysis and performance management.

o Ability to thrive in a fast-paced, dynamic environment and adapt to changing

priorities.

o Strong problem-solving and decision-making abilities.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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