Sales Operations Manager
hace 2 días
Plano
Job DescriptionDescription: NOW HIRING A REMOTE SALES OPERATIONS MANAGER / SALES OPERATIONS ANALYST FOR AN IMMEDIATE FULL-TIME OPPORTUNITY! STARTING SALARY OF $100,000 PER YEAR BASED ON EXPERIENCE! Fairway Corp is a national leader in the HomeServices industry, proudly operating more than 30 trusted brands across the United States. Our sales organization fuels the growth of our business, and we are seeking a highly analytical, operationally driven professional to help optimize the engine behind our call center and field sales teams. As our Sales Operations Manager / Sales Operations Analyst, you will build the systems, processes, and insights that enable our teams to hit aggressive growth targets in a fast-moving, highly seasonal environment. You will lead workforce management, build forecasting models, improve daily sales execution, and guide the implementation of AI-driven tools that enhance speed-to-lead, conversion, and performance. If you’re energized by improving outcomes through data, structure, and operational rigor—this is the role for you. Support & Optimize Sales Operations • Document, maintain, and improve sales processes across call center, lead forms, and field sales workflows, • Partner with Sales leadership to enforce SLAs, identify leakage, and drive operational discipline, • Build tools, resources, and streamlined processes that help sales teams work faster and more consistentlyLead Workforce Management & Call Center Performance Optimization, • Build staffing and capacity models that predict hourly, daily, and seasonal demand, • Monitor and improve key call center KPIs: occupancy, schedule adherence, abandonment, speed-to-lead, and contact rate, • Use AI and automation tools to:, • Improve routing, • Predict high-risk calls, • Identify performance gaps, • Generate actionable insights for coaching and scheduling decisionsDevelop Reporting & Performance Insights, • Build reporting in partnership with FP&A to support executives, managers, and agents, • Track conversion, contactability, speed-to-lead, productivity, and funnel-level KPIs, • Provide daily and weekly insights that inform staffing, scheduling, script refinements, and performance coaching, • Partner with Marketing to align on lead quality patterns and conversion trendsSales Enablement & Continuous Improvement, • Support script development, objection handling, and coaching frameworks, • Leverage conversation intelligence tools (such as Invoca) to identify customer trends and skill gaps, • Deploy and manage AI-powered QA tools, training platforms, and agent-assist technologies, • Build onboarding materials, documentation, and process guides to support new agent ramp-upRequirements:, • 5–7+ years in Sales Operations, Call Center Operations, Workforce Management, Sales Analytics, or a similar role—ideally within B2C or home services, • Experience implementing or managing AI-driven tools (agent assist, QA automation, forecasting, conversation intelligence), • Proficiency with CRM systems, call center platforms (e.g., NICE, Five9), WFM tools, and performance dashboards, • Highly analytical with strong modeling and Excel/Sheets capabilities, • Process-driven, able to build structure, documentation, and repeatable workflows, • Comfortable working cross-functionally with Sales, Marketing, and Operations, • Effective change leader with experience implementing new systems in fast-paced environments, • Play a critical role in shaping the operational backbone of a national sales organizatioN, • Influence daily decision-making for leaders across 30+ brands, • Be part of a company investing heavily in AI, automation, and modern sales technology, • Collaborate with high-performing teams in a fast-moving, growth-oriented environment, • Competitive compensation, • Comprehensive medical, dental, and vision insurance, • 401(k) with company match, • Paid time off and paid holidays, • Employee discounts across Fairway Corp brands Fairway Corp is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.