Call Center Operations Manager

About the role

Tecnologex is seeking an experienced, hands‑on Call Center Operations Manager to lead and grow its Amman team supporting the U.S. market. The role involves owning daily operations, coaching agents, improving sales performance and taking responsibility for results. You will shape the growth of what aims to become the largest call centre in the region.

Key responsibilities

• Own daily call centre operations, ensuring prompt lead response, consistent follow‑up and progress toward sales and service targets.
• Recruit, onboard and train agents, set performance expectations and hold them accountable.
• Coach agents through live call support, call reviews, role‑playing and individual feedback, helping with objections and closing conversations.
• Manage inbound lead intake and qualification, collect accurate information and identify appropriate solutions.
• Establish daily follow‑up routines for active opportunities and handle outbound prospecting, cold outreach, cross‑selling and upselling.
• Maintain accurate Salesforce records, including lead ownership, call notes and opportunity status.
• Coordinate timely handoffs to U.S. closers and onboarding teams, ensuring complete documentation.
• Build schedules and arrange shift coverage for a seven‑day operation aligned with U.S. Central Time.
• Track response times, contact rates, conversion rates, completed sales and call quality, reporting results to the CEO.

Required profile

• Proven experience managing a sales‑focused call centre or contact centre with direct responsibility for agent coaching and team performance.
• Experience managing a sales team serving U.S. customers, handling both inbound sales and outbound outreach.
• Strong sales judgment and ability to coach qualification, objection handling and closing skills.
• Experience recruiting agents, managing schedules and addressing performance issues.
• Track record of improving measurable results and developing successful agents.
• Initiative to identify problems, propose solutions and follow through with minimal direction.
• Preferred: background in telecommunications or technology services, BPO campaign management, Spanish language proficiency and an MBA or engineering degree.

Required skills

• Salesforce