Sales Operations Manager - Outbound Sales

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Sales Operations Manager plays a key role in ensuring efficient operations for the Outbound channel.  Outbound is rapidly growing – in terms of revenue and team size. The Sales Operations Manager role is critical for creating and enforcing business processes as the team scales.  

Your Impact

Process Adherence (and Coach-to-Agent training)

• Document Outbound-specific processes (in alignment with HQ and US Call Center) as well as compliance with industry regulations, company standards, and client requirements

• Monitor reporting for adherence and anomaly detection (leveraging analytics dashboards) to ensure that all Outbound agents in are compliance/adherence with all policies and procedures

• Alignment with Manager and Coaches to successfully resolve identified issues

Agent Auditing and Investigations

• Develop standard process and documentation for various kinds of audits

• Full audits for every agent at least 1x annually

• Spot audits (e.g., when identifying suspicious behavior, campaign-sourced bookings, etc.)

• For escalations via Senior Management or other departments (e.g., Call Center), serve as the primary point of contact for internal and external communication, including handling correspondence and scheduling

Digital Transformation/IT support

• Support Director of Outbound in relevant digital transformation meetings and UAT sessions

• Point person from Outbound team for UAT and IT incident tickets, in close coordination with the Director of Outbound

• Lead Digital Transformation cutover preparation for Outbound team, including Outbound-specific training and point person for IT hypercare coordination

Onboarding/Offboarding

• Responsible for onboarding /offboarding Outbound-focused processes, including profile/resource allocation, workforce coordination with HR/TA and maintaining/appending policies

• Manage onboarding paperwork and assist HR with recruitment, hiring, and training logistics

• As needed, provide additional training support for new, large hiring classes

Miscellaneous

• Manage month-end assessment of all T&E, STIPs, vendor payments, and other cost requests allocated to Outbound channel

• Maintain accurate records, reports, and compliance documents (attendance, payroll support, HR files).

• Communication (and occasional training) to Outbound agents for process changes and updates

Your Journey so far

• Proven experience in call center/ outbound operations support role.

• Strong organizational, multitasking, and problem-solving skills.

• Excellent communication (verbal & written) and interpersonal skills.

• Proficiency with office software (MS Office/Google Suite) and CRM/call center technology.

• Familiarity with outbound sales environments and metrics is a strong plus.

Key Competencies

• Organized & Detail-Oriented – Can handle multiple priorities while maintaining accurate records.

• Tech-Savvy – Able to navigate call center systems and troubleshoot basic issues.

• Results-Driven – Focused on efficiency, compliance, and supporting sales performance.

Work Environment and Schedule

• This is a hybrid role based on a fast-paced outbound sales office.

• Standard hours are 9am- 6pm Monday through Friday with occasional flexibility required to support campaign needs.

Your Essentials

• US Passport or US Permanent Resident

• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!