Director of Sales Operations (Call Center)

About the Role

Own the number—no exceptions.

As Director of Operations –you are directly accountable for outperforming KPIs, exceeding aggressive revenue targets, and continuously lifting conversion, productivity, and quality across multiple telecommunications programs. This is a high-impact leadership role for a proven operator who delivers results under pressure, eliminates excuses, and builds teams that win consistently.

You will bring urgency, precision, and discipline to execution—turning insight into immediate action and action into measurable gains. Missed targets trigger rapid diagnosis and recovery plans—not explanations. Continuous improvement is not a project here; it is the operating system.

What You’ll Drive

Relentless Operational Outperformance

• Lead multiple outbound sales programs with a singular focus: beat targets—daily, weekly, monthly.
• Translate goals into executable plans that deliver consistent overachievement in revenue, conversion, productivity, and quality.
• Monitor performance in real time; identify gaps fast and deploy corrective actions within days—not weeks.
• Partner with Workforce Management to dynamically optimize staffing and protect both service levels and sales outcomes.
• Build agent engagement and involvement on the floor to maintain moral and reduce attrition

Accountability-Driven Leadership

• Establish a high-discipline operating cadence: KPI-driven 1:1s, performance reviews, and coaching sessions tied directly to results.
• Set uncompromising standards for your leadership team—hold Operations Managers and Team Leads accountable for outcomes, not activity.
• Build a culture where commitments are met, data drives decisions, and underperformance is addressed immediately.
• Develop leaders who can replicate success and scale performance.

Continuous Improvement & Execution Velocity

• Drive ongoing optimization of the sales funnel through rapid experimentation, A/B testing, and disciplined follow-through.
• Institutionalize root-cause analysis and corrective action as standard practice.
• Continuously refine playbooks, scripts, and processes to unlock incremental gains week over week.
• Eliminate inefficiencies and operational friction that slow teams down.

Client & Executive Leadership

• Own client relationships with confidence and transparency—lead performance discussions grounded in results and next actions.
• Participate in MBRs/QBRs that clearly articulate performance drivers, gaps, and decisive recovery plans.
• Anticipate client needs and pivot strategies quickly to stay ahead of expectations.
• Build trust through consistent delivery—not promises.

Financial Ownership

• Own forecasting, revenue attainment, and operational efficiency with precision.
• Align staffing, budgets, and incentive structures to maximize output and profitability.
• Design compensation and incentive models that reward performance, not participation.
• Turn data into decisions that accelerate growth.

Operational Excellence On-Site

• Ensure the physical operation enables productivity and coaching effectiveness.
• Partner with Facilities and IT to remove blockers immediately and maintain uptime.
• Implement strong controls around systems, access, and client assets.

Cross-Functional Execution

• Partner seamlessly with HR, Training, QA, IT, WFM, Compliance and Facilities to drive performance.
• Remove barriers quickly—do not allow dependencies to slow results.

Act as the escalation point for issues and resolve decisively

What You Bring

• 8–10+ years of proven success in high-performance contact center or telesales outbound operations, with a consistent track record of exceeding KPIs and revenue goals.
• Demonstrated ability to lead multi-program operations at scale with disciplined execution and measurable results.
• A no-excuses mindset —you take ownership, solve problems, and deliver outcomes regardless of constraints.
• Deep expertise in sales operations, funnel optimization, workforce planning and dialers, and performance management.
• Strong analytical capability; you use data to diagnose issues and act quickly.
• Executive-level communication skills with confidence in high-stakes client environments.
• Experience building accountability cultures that consistently outperform.
• Fluency in English and Spanish.
• 4 Year degree in a relative field

What to Expect

• Full ownership of results with clear visibility into your impact on growth and profitability.
• A performance-first culture where exceeding targets is the baseline.
• High expectations, fast decisions, and immediate execution.
• Significant exposure to senior leadership and clients.
• Competitive compensation tied directly to performance and outcomes.