Operations Supervisor

Operations Supervisor (SALES)

The ideal candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

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Job Summary:

Leads and oversees the day-to-day sales operations of the Call Center, ensuring team performance, productivity, and sales targets are consistently achieved. Responsible for managing, coaching, training, and guiding Sales Supervisors to drive revenue growth and operational excellence. Conducts effective resource planning to maximize workforce productivity and operational efficiency. Monitors, collects, and analyzes sales and call center performance metrics to identify trends, improve processes, and support business objectives.

Responsibilities:

• Lead and manage the daily operations of the sales team to achieve performance and service goals.
• Monitor team productivity, sales performance, and customer service standards.
• Coach, mentor, and support Supervisors and Sales Representatives to improve performance and employee development.
• Handle hiring, training, scheduling, performance reviews, and disciplinary actions as needed.
• Identify opportunities to improve processes, increase efficiency, and reduce operational costs.
• Analyze reports, trends, and metrics to drive continuous improvement and better results.
• Ensure customer concerns are resolved quickly and professionally.
• Work closely with management and other teams to support business objectives and operational strategies.
• Share best practices and contribute ideas for process and performance improvements.
• Ensure compliance with company policies, security, quality, and operational procedures.
• Maintain confidentiality of company and client information.
• Perform other duties assigned by management.

BPO / Contact Center Experience

• Minimum of 1–2 years of BPO or contact center experience preferred
• Outbound Sales Experience
• Minimum of 6 months of outbound sales experience required

Communication Skills

• Strong English verbal and written communication skills
• Sales Skills
• Strong consultative selling, objection handling, and closing skills

Systems Knowledge

• Experience using CRM tools, dialer systems, and basic reporting tools preferred

Performance Orientation

• Comfortable working in a target-driven, metrics-heavy environment
• Coaching Ability
• Able to provide clear feedback, conduct coaching, and drive behavior improvement

Non-negotiable requirement: Candidate must have at least 6 months of outbound sales experience, preferably in telesales, telemarketing, appointment setting, lead conversion, or other sales-driven customer engagement roles.

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