Assistant Operations Manager  

Key Responsibilities
SOP Development and Execution
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Write clear, practical SOPs that reflect how we actually work.
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Brief and train Team Leaders on every new or updated SOP.
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Hold TLs accountable for consistent SOP execution across their teams.
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Review SOPs regularly and update them when processes change.
Team Leadership
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Directly manage 5 or more Team Leaders across sales and operations.
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Set clear expectations, run regular 1:1s, and address performance gaps promptly.
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Build a culture of accountability, ownership, and continuous improvement.
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Support TL development through structured coaching and feedback.
Performance and Data
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Monitor daily, weekly, and monthly performance data across conversion, compliance, and productivity.
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Identify trends, root causes, and opportunities using data, not assumptions.
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Report performance insights to the Operations Manager with clear recommendations.
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Build and maintain dashboards or trackers to support decision-making.
Sales Coaching
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Act as a sales coach, not just a manager. Be on the calls, review recordings, identify gaps.
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Work with TLs to run targeted coaching sessions that improve conversion rates.
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Develop and implement sales playbooks aligned with CIMET's products and value proposition.
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Drive a sales-first culture where every team member understands their role in the result.
Compliance and Quality
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Ensure the team meets all regulatory and internal compliance standards.
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Conduct audits and quality reviews with clear follow-up actions.
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Partner with the Quality team to close compliance gaps fast.
Culture and Values
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Model CIMET values in every interaction: integrity, accountability, customer focus, and growth.
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Create a positive, high-energy team environment where people want to perform.
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Recognize strong performance and address disengagement before it spreads.

What We Are Looking For Must-Have
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Proven experience managing Team Leaders in a BPO, contact center, or sales environment.
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Demonstrated ability to write, implement, and enforce SOPs.
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Strong analytical skills: you are comfortable with data, spreadsheets, and performance reporting.
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Track record of hitting or exceeding sales conversion and compliance targets.
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Excellent communication skills in English, both written and verbal.
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Hands-on coaching style. You lead from the front.