Call Center Operations Manager
Company: Tecnologex
Location: Amman, Jordan
Employment Type: Full time, on site
Reports to: Founder and CEO
About the Role
Tecnologex is seeking an experienced, hands on Call Center Operations Manager to lead and grow our Amman team supporting the U.S. market.
We are looking for a hardworking, ambitious leader who wants to build a long term career and take ownership of the entire operation. Our ambition is to build the largest call center in the region. This role offers the opportunity to shape that growth, from daily execution to broader operational leadership.
You will actively manage operations, coach agents, improve sales performance and take responsibility for results. You should be comfortable interviewing candidates, delivering training, reviewing calls, assisting with customer conversations and resolving operational issues.
The team handles inbound inquiries generated through digital advertising, qualifies prospects, follows up with leads, conducts outbound outreach and coordinates sales completion and customer onboarding.
Key Responsibilities
- Take ownership of daily call center operations, ensuring prompt lead response, consistent follow up and progress toward sales and service targets.
- Recruit, onboard and train agents, setting clear performance expectations and accountability.
- Coach agents through live call support, call reviews, role playing and individual feedback. Help address objections, support closing conversations and resolve customer escalations.
- Manage inbound lead intake and qualification, helping agents understand customer needs, collect accurate information and identify appropriate solutions.
- Establish daily follow up routines for active opportunities until they are closed or appropriately dispositioned, while respecting customer preferences and opt out requests.
- Direct outbound prospecting, cold outreach, pipeline reactivation, cross selling and upselling when inbound demand is low.
- Maintain accurate Salesforce records, including lead ownership, call notes, opportunity status, required customer information and next steps.
- Coordinate timely handoffs to U.S. closers and onboarding teams, ensuring complete documentation and clear ownership throughout the customer journey.
- Build schedules and arrange shift coverage for an operation serving customers seven days a week, from 9:00 a.m. to 9:00 p.m. U.S. Central Time.
- Track response times, contact rates, conversion rates, completed sales, follow up completion and call quality. Report results and corrective actions directly to the CEO.
- Work closely with marketing to monitor lead volume and quality, and help ensure campaigns support the team’s capacity and sales goals.
- Develop practical scripts, training materials and operating procedures while supporting responsible customer data handling.
- Plan staffing, resources and operating budgets with the CEO to support sustainable growth.
- Develop future team leaders, supervisors and managers, and build repeatable processes that support expansion across teams, services and client campaigns.
Required Experience and Skills
• Proven experience managing a sales focused call center or contact center, with direct responsibility for agent coaching and team performance
• Experience managing a sales team serving U.S. customers
• Experience managing both inbound sales and outbound outreach
• Strong sales judgment and the ability to coach qualification, objection handling and closing skills
• Experience recruiting agents, managing schedules and addressing performance issues
• Practical CRM and reporting experience; Salesforce experience is preferred
• A track record of improving measurable results and developing successful agents
• A strong work ethic, personal accountability and a willingness to stay involved in daily operations while leading the broader team
• The initiative to identify problems, propose solutions and follow through with minimal direction
Preferred Background
• Experience growing a call center team or managing BPO campaigns
• Experience in telecommunications, technology services or other consultative sales environments
• Spanish language proficiency
• An MBA or a degree in computer engineering, telecommunications engineering, another engineering discipline or computer science
Long Term Career Opportunity
We are looking for someone who wants to build a lasting career with Tecnologex and grow with the organization. Based on performance, leadership and business growth, this position can develop into a Director of Operations or Vice President of Operations role in Jordan.
As the operation expands, responsibilities may grow to include multiple teams, managers, campaigns and client accounts.
Schedule
Availability to work evening and overnight hours in Jordan aligned with U.S. business hours, with flexibility for scheduled weekend coverage and assigned days off.
What Success Looks Like
A well trained, accountable team that responds quickly, follows up consistently, meets sales targets and delivers accurate, complete customer handoffs.
A well managed operation with clear processes and measurable performance, ready to grow into one of the region’s leading call centers.
How to Apply
Email your CV to careers@cybertexsolutions.com, along with a brief introduction describing the teams you have managed, the results you have achieved and your interest in building a long term career with Tecnologex.
Use “Call Center Operations Manager” as the email subject line.
