Sales & Operations Manager – US Telecom

Company Overview:
We’re seeking a Sales & Operations Manager – US Telecom to lead our team, drive performance, and help scale our operations.

Job Details:

• Location: Lahore (On-site)
• Job Type: Full-time
• Salary: PKR 250,000 per month
• Incentives: Attractive performance-based bonuses
• Schedule: Night shift (07:00 PM-04:00 AM Pakistan Time)

Key Responsibilities

• Leadership & Team Management
• Oversee and manage a team of call center agents
• Hire, train, and develop team leads and high-performing agents.
• Foster a positive, performance-driven culture through coaching, mentoring, and leadership.
• Operational Excellence
• Ensure smooth day-to-day operations of the call center floor.
• Establish and maintain standard operating procedures (SOPs).
• Conduct regular team meetings, performance reviews, and calibration sessions.
• Performance Monitoring & Reporting
• Track, analyze, and report on key performance indicators (KPIs) such as conversion rate, AHT, FCR, CSAT, attendance, and productivity.
• Utilize CRM and reporting tools to identify trends, opportunities, and areas for improvement.
• Drive continuous improvement initiatives using data insights and feedback.
• Sales Strategy & Campaign Management
• Manage outbound/inbound sales campaigns for US-based Internet and TV services.
• Coordinate with marketing and product teams to implement scripts, promotions, and sales tactics.
• Optimize agent performance to achieve and exceed sales targets.
• Client & Stakeholder Engagement
• Communicate regularly with US clients and internal stakeholders.
• Deliver progress updates, resolve escalations, and align operations with client expectations.
• Maintain high client satisfaction through operational consistency and transparency.

Required Qualifications

• Minimum 5 years of experience in managing large-scale call center operations.
• Proven success in leading U.S. sales campaigns, especially in telecom/internet/cable services.
• Strong understanding of call center KPIs, WFM, CRM tools, and reporting dashboards.
• Demonstrated ability to hire, train, and motivate large teams to exceed performance goals.
• Excellent communication, leadership, and conflict-resolution skills.
• Strong problem-solving mindset with the ability to work under pressure.
• Fluency in English “US accent” (spoken and written) is essential.
• Willingness to work night shifts (07:00 PM-04:00 AM Pakistan Time).

Job Type: Full-time

Application Question(s):

• Do you have 5+ years of experience managing large-scale U.S. sales call centre operations in telecom, internet, or cable?
• Can you share an example of how you have successfully improved KPIs such as conversion rate, CSAT, or AHT in your previous role?
• Are you comfortable working night shifts (07:00 PM – 04:00 AM Pakistan Time) on a full-time basis?
• Which sales strategies or scripts have worked best for US telecom/cable campaigns?

Work Location: In person