Why Join ResultsCX?
At ResultsCX, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences — and we invest heavily in developing our teams to do just that.
We currently have an exciting opportunity for a Sales Operations Manager for our high-performing, multi-country inbound and sales-enabled customer operation on behalf of our FinTech client.
As a Sales Operational Manager, you will deliver exceptional customer experience while actively contributing to sales campaign success and revenue growth.
Location: Remote
Job Type: Full Time, Permanent
Job Purpose
The Operations Manager will lead a high-performing, multi-country inbound and sales-enabled customer operation, delivering exceptional customer experience while actively contributing to sales campaign success and revenue growth.
Operating across Bulgaria, Ireland, the UK, and Spain, this role will inspire, lead, and develop a remote workforce to consistently exceed sales, customer, and operational KPIs. The role combines customer excellence, commercial performance, and regulatory compliance within a virtual, fast-paced environment.
You will act as a role model for behaviours aligned with ResultsCX and client values, embedding a culture of Doing the right thing, sales effectiveness, and continuous improvement.
Scope & Scale
- Leadership of up to 90 advisors and 6 Team Leaders across multiple countries
- Ownership of performance across customer service and sales campaigns
- Delivery of SLA, KPI, revenue and quality targets
- Management of a fully remote, cross-cultural workforce
Key Accountabilities
1. Sales Campaign & Commercial Performance
- Drive delivery of sales campaign outcomes, ensuring revenue, conversion, and upsell targets are achieved across all markets
- Embed a sales-through-service culture, maximising commercial opportunity within customer interactions
- Partner with client stakeholders and internal commercial teams to plan, execute and optimise campaigns
- Analyse sales performance trends and implement data-driven improvements in conversion, cross-sell, and retention
2. Multi-Country Remote Workforce Leadership
- Lead, inspire, and develop Team Leaders managing teams across Bulgaria, Ireland, UK, and Spain
- Build a consistent, high-performance culture across all geographies
- Ensure alignment in coaching, communication, and performance standards
- Champion best practices in remote leadership, engagement, and productivity
3. Operational Excellence & Service Delivery
- Ensure consistent achievement of client SLAs, KPIs, and quality standards (CHI)
- Collaborate with WFM to optimise resource planning across markets and time zones
- Maintain high standards of customer experience, accuracy, and efficiency
- Lead structured performance governance and operational reviews
4. Performance Management & Capability Building
- Drive a culture of accountability through coaching, mentoring, and leadership development
- Manage Team Leader performance and oversee monthly appraisal cycles
- Develop targeted training to strengthen sales capability and customer engagement skills
- Build leadership pipelines and succession plans across all regions
5. Engagement, Retention & Culture
- Implement strategies to reduce attrition and absenteeism
- Lead reward and recognition programmes aligned to customer and sales outcomes
- Create a highly engaged workforce through effective virtual communication and leadership presence
- Promote a culture of collaboration, inclusivity, and continuous improvement
6. Compliance & Risk Management
- Ensure adherence to client policies, regulatory requirements, and compliance standards
- Maintain strong governance to support ethical customer interactions and sales practices
- Partner with HR and Compliance to manage policy adherence and risk mitigation
7. Stakeholder & Cross-Functional Collaboration
- Work closely with HR, WFM, Training, and Commercial teams
- Act as a key operational interface for the client, providing insight-led reporting and updates
- Produce and interpret reports covering sales, operational metrics, quality, and employee performance
Experience & Skills
- Proven experience at Senior Manager / Operations Manager level within a contact centre
- Strong track record of driving sales campaigns within customer service environments
- Experience managing remote, multi-country teams
- Excellent leadership and people management skills
- Strong analytical and data-driven decision-making capability
- Excellent presentation and stakeholder management skills
- Ability to drive innovation and operational improvement
- Strong knowledge of contact centre operations and sales optimisation
- Proficient in MS Office, Teams, and reporting tools
Personal Qualities
- Passionate about people, performance, and development
- Strong commercial mindset with focus on results and revenue growth
- Highly organised and able to manage complexity
- Strong collaborator with excellent interpersonal skills
- Resilient and adaptable in a fast-paced, virtual environment
- High integrity and commitment to ethical practices
- Positive, proactive, and solution-oriented
Key Success Measures
- Achievement of sales campaign targets (conversion, revenue, upsell)
- Consistent delivery of SLA, KPI, and quality (CHI) metrics
- Improved employee engagement, retention, and productivity
- Strong cross-market operational consistency
- High levels of client stakeholder satisfaction
What’s Your Greater? Come find it at ResultsCX, APPLY NOW!
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
