It's a new year and an exciting time to work at Orkestra Communications. Every day we connect people and organizations to share our world-class support. Companies are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Orkestra Communications is entering an exciting new era.

Orkestra Communications is leading the experience—Technology Through Harmony.

Overview:

We seek a dynamic and data-driven Operations Manager to lead and optimize our operations across sales, marketing, and customer success teams. In this role, you will manage all sales departments and report directly to our Managing Partners. The ideal candidate will have at least 2 years of experience managing sales leaders or managers and will focus on driving revenue growth through process optimization, data analysis, and cross-department collaboration.

Responsibilities:

1. Strategic Planning and Execution

• Develop and implement sales strategies to achieve goals and key performance indicators (KPIs).
• Monitor performance trends and adjust strategies to optimize results.

2. Team Management

• Oversee team leaders and sales agents, ensuring their performance aligns with client and organizational expectations.
• Provide coaching, mentoring, and training to enhance team capabilities.
• Manage workforce planning, including scheduling and forecasting staffing needs.

3. Sales Performance Management

• Drive the team to meet or exceed sales targets, conversion rates, and revenue goals.
• Analyze sales reports and metrics to identify strengths, weaknesses, and opportunities for improvement.
• Implement incentive programs to motivate and reward high-performing employees.

4. Client Relationship Management

• Act as the primary point of contact between Orkestra and our clients.
• Provide regular updates, reports, and insights to clients regarding campaign performance.
• Address client concerns and ensure alignment with client objectives.

5. Quality Assurance and Compliance

• Ensure adherence to quality standards, regulatory requirements, and client guidelines.
• Resolve escalated customer issues effectively and professionally.

6. Process Improvement

• Identify inefficiencies and recommend process enhancements to improve sales performance and operational efficiency.
• Leverage technology and tools to streamline workflows and optimize results.

7. Budget and Cost Management

• Manage account budgets, ensuring profitability and cost-effectiveness.
• Track operational expenses and find ways to optimize resource utilization.

8. Reporting and Analysis

• Create and present detailed performance reports to both internal leadership and clients.
• Use data analytics to track trends, forecast results, and make data-driven decisions.

9. Leadership and Culture

• Foster a positive work environment that encourages teamwork, innovation, and accountability.
• Promote company values and a customer-centric culture within the team.

10. Crisis and Conflict Management

• Address challenges such as high attrition rates, performance dips, or client dissatisfaction proactively.
• Implement corrective actions to minimize disruptions and maintain productivity.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred.
• Minimum of 2 years of experience managing operation leaders or managers preferably in a BPO, Telco, IT, or Telco Sales environment.
• Proficiency with CRM and sales technology (e.g., Salesforce, HubSpot) is preferred.
• Experience developing and tracking KPIs and performance metrics.
• Expertise in process optimization and data-driven decision-making.
• Proven ability to manage multiple departments and collaborate across teams to drive results.
• Exceptional interpersonal and leadership skills.
• Strong focus on client experience and retention strategies.
• Project management skills with attention to detail.

Please refer to job description.