Key Responsibilities 

Lead Generation & Outreach:

• Contact potential customers through calls, messages, and digital channels to introduce our products and opportunities.
• Proactively follow up with leads to maintain engagement and interest.
• Schedule meetings and site visits for the sales team.

Customer Engagement:

• Build rapport and deliver professional, engaging conversations with customers from diverse regions and backgrounds across the world.
• Adapt communication styles to suit different cultural and time-zone contexts.
• Represent Tatu City’s brand and values with warmth, clarity, and professionalism in every interaction.

CRM & Reporting:

• Accurately record customer interactions, leads, and follow-ups in the CRM system.
• Track progress against targets and contribute to team goals.

Sales Enablement:

• Support sales and marketing teams in developing strong lead pipelines.
• Provide insights from customer conversations to help improve outreach strategies.

Requirements

• Bachelor’s degree or equivalent experience in Business, Marketing, Communications, or a related field.
• 1–3 years’ experience in telesales, account management, or a high-volume client-facing role.
• Excellent written and spoken English with a clear, professional phone presence.
• Confident and engaging communicator with strong sales and persuasion skills.
• Active listener able to identify client needs and tailor conversations effectively.
• Skilled in managing objections and maintaining positive momentum.
• Applicants who possess experience in diaspora sales, real estate or property sales, or engaging with global clients will have a significant advantage over other candidates.
• Highly organized, detail-oriented, and adaptable to new tools and systems.
• Experience using CRM platforms (e.g., Salesforce, HubSpot) preferred.
• Proactive, results-driven team player focused on meeting and exceeding targets.
• Experience working with international clients across different time zones is an advantage.

Key responsibilities:

• Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures.
• Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations.
• Manage call center operations, including call handling protocols, escalation procedures, and quality assurance.
• Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security.
• Manage budgets, resource allocation, and cost optimization strategies.
• Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning.
• Develop and maintain business continuity and disaster recovery plans.
• Identify and implement technology solutions to enhance efficiency and scalability.
• Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives.
• Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.

Requirements

• Bachelor’s degree in business administration, Operations Management, or related field
• A master’s degree is preferred
• At least 7 years of experience in BPO operations, with at least 3 years in a leadership role.
• Proven track record in setting up and scaling BPO operations.
• Strong understanding of BPO processes, KPIs, and compliance requirements.
• Experience managing call center operations and developing SOPs.
• Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in operational tools and technologies.