CRM OPERATION MANAGER - Arabic Speaker

PRIMARY PURPOSE - To oversee and manage all operational functions related to sales support, CRM systems, call center, and lead management. The Operations Manager ensures seamless coordination between sales, marketing, tech, and customer support, while supervising platforms and tools used across the company. This role plays a critical part in ensuring efficiency, lead quality, and system reliability.   RESPONSIBILITIES Manage and oversee the daily activities of the Operations team, including CRM coordinators, lead owners, and call center staff. Supervise and ensure optimal use of all lead management systems, including “My Leads,” Convolo, Brightcall, and other integrated platforms. Oversee call center operations, ensuring quality, responsiveness, and proper call routing to sales teams. Coordinate the lead rotation schedules among agents and ensure fair, timely distribution in line with availability and performance. Follow up with Sales Managers on lead feedback, campaign performance, and opportunities for optimization. Liaise with the Marketing and Web Development teams to ensure proper integration of website-generated leads into CRM and sales systems. Deliver CRM system training for all new joiners, ensuring they understand lead tracking, follow-up processes, and reporting protocols.  Monitor the accuracy and completeness of CRM data, proactively identifying gaps or irregularities in agent input or system flow.  Open and manage support tickets for technical bugs or issues, coordinating directly with the Acceleration Team in Jordan for timely resolution. Escalate recurring problems, user complaints, or system concerns to top management with actionable summaries and proposed solutions.  Generate regular reports on operational performance, lead movement, system usage, and call center productivity.  Support cross-functional collaboration between Sales, Marketing, IT, and HR to ensure operational alignment and smooth user experience.  Ensure compliance with internal processes and timelines, identifying operational risks and addressing bottlenecks proactively. Takes Health, Safety & Environment (HSE) lead in ensuring “safe systems of work” and “safe conditions” are in place within area of responsibility.   QUALIFICATIONS & EXPERIENCE Bachelor's degree in business administration, Operations Management, or related field.  Minimum 5–7 years of experience in operations, with at least 2–3 years in a managerial role.   Experience in managing cross-functional platforms and coordinating with tech teams is an advantage.  Strong leadership and team management abilities.  Excellent knowledge of CRM systems and lead management tools (e.g., My Leads, Convolo, Brightcall).  High attention to detail, process orientation, and analytical thinking.  Strong interpersonal and communication skills.  Problem-solving mindset with the ability to manage time-sensitive escalations effectively.  Proficiency in Microsoft Office Suite and reporting tools.  Must have a good command of the English language, strong oral and written communication skills