• The purpose of the Operations department is to drive the company growth through ensuring customer intake and retention as per company budget and delivering customer promises.
• The COO is responsible for overseeing overall sales operations in call center and in the field, through building a strong sales culture among the team to meet budget targets.
• The COO will also be responsible to operational leadership of the business including ensuring efficient and productive operations of service department. This role involves direct supervision of Service and Sales Managers and their teams, contributing to the overall company strategy, and ensuring adherence to ethical practices.

• Develop and implement customer centric service operations strategy and ensure the same is implemented timely
• Oversee customer service team and ensure customer complaints are handled with acceptable timelines

• Develop and implement comprehensive sales strategies to achieve organizational goals
• Oversee sales operations, ensuring alignment with customer-centric principles and company promises
• Manage and optimize lead generation and conversion processes
• Design and implement win-back strategies and processes
• Contribute to product development and sales strategies, including upselling and bundling
• Ensure the implementation of a customer-centric sales framework

• Lead, motivate, and manage the performance of the entire sales and service team
• Implement the Leadership Academy to enhance the leadership skills of sales and service operations
• Conduct regular performance reviews and feedback sessions
• Identify training needs and provide necessary support to address weaknesses
• Foster a strong team culture through team-building activities and motivational techniques

• Analyze each team performance data to identify trends and areas for improvement
• Ensure ethical practices and adherence to the company serious misrepresentations policy
• Implement a performance management system in collaboration with HR

• Drive sales growth through new customer acquisition and retention of existing customers
• Ensure the sales and service team meets or exceeds monthly, quarterly, and annual targets

• Prepare and present various performance reports and analyses
• Escalate technical challenges and other issues to the appropriate departments
• Ensure compliance with company policies and zero tolerance on serious misrepresentations and underperformance

• Oversee the recruitment, training, and performance of call center staff
• Implement robust systems to manage attendance, timekeeping, and talk-time
• Ensure the call center environment supports high performance and positive culture

• Quickly report any technical issues to the Tech Manager
• Provide MSISDN samples and scenarios to the technical team for troubleshooting
• Apply the company equipment management framework effectively

Qualifications, Expertise and Experience