Location: Cebu (Onsite)
Availability: Immediate joiners preferred
Job Summary:
The Operations Supervisor (Team Leader) will lead and manage a team of B2B sales agents within a BPO/call center environment. This role is strictly focused on driving B2B sales performance, revenue generation, client acquisition, and conversion targets while ensuring high-quality customer interactions and operational excellence.
The ideal candidate must have a proven track record supporting B2B sales campaigns, coaching agents on consultative selling techniques, handling high-value client engagements, and consistently exceeding sales and revenue KPIs. This role reports directly to the Operations Manager.
Key Responsibilities
B2B Sales Leadership & Performance Management
- Lead, motivate, and manage a team of B2B sales agents to consistently achieve or exceed revenue, conversion, and client acquisition targets.
- Drive daily sales performance through aggressive coaching, real-time monitoring, pipeline management, and performance accountability.
- Conduct regular sales huddles, calibration sessions, and one-on-one coaching focused on consultative selling, objection handling, upselling, cross-selling, and closing techniques.
- Ensure strict adherence to B2B sales processes, scripts, compliance standards, and client engagement protocols.
- Maintain a highly performance-driven sales culture with strong accountability for KPIs and deliverables.
Sales Operations & Revenue Management
- Manage daily B2B sales operations to ensure productivity, outbound activity targets, pipeline movement, and SLA attainment.
- Monitor and analyze critical sales KPIs including conversion rate, revenue generated, sales productivity, QA scores, talk time, and customer satisfaction.
- Identify sales performance gaps and implement immediate corrective action plans to improve team and individual results.
- Work closely with Operations and clients to maximize revenue opportunities and improve campaign profitability.
Client & Stakeholder Management
- Review and cascade all client directives, campaign updates, and sales priorities at the beginning of each shift.
- Serve as a key point of contact for clients and internal stakeholders regarding sales performance and operational concerns.
- Prepare and present detailed sales reports, forecasts, action plans, and performance insights to management and clients.
- Ensure alignment with client expectations, sales targets, and operational objectives.
- Coaching, Compliance & Accountability
- Issue Notices to Explain (NTE), Disciplinary Actions (DA), and coaching documentation in accordance with company policies.
- Ensure timely submission of all required documentation to HCD for compliance and record-keeping.
- Reinforce accountability and ownership among agents while maintaining a competitive sales environment.
Training, Quality & Continuous Improvement
- Deliver ongoing coaching and development focused on B2B sales strategies, negotiation skills, objection handling, and customer engagement.
- Support QA initiatives and ensure agents consistently meet quality and compliance standards.
- Participate in Root Cause Analysis (RCA) for sales and quality concerns and implement improvement initiatives.
- Promote best practices and sales strategies that improve conversion, revenue, and customer experience.
Qualifications
- Minimum of 2 years supervisory or team lead experience handling B2B sales campaigns in a BPO or call center environment — strictly required.
- Extensive experience managing outbound or inbound B2B sales teams with proven revenue-driving results is required.
- Telco B2B sales background is highly preferred.
- Proven track record in achieving aggressive sales targets, improving conversion rates, and driving consistent revenue growth.
Skills & Competencies
- Strong leadership and performance management skills in a sales-driven environment.
- Excellent B2B sales acumen with the ability to coach agents on consultative and solution-based selling techniques.
- Strong communication, negotiation, and stakeholder management skills.
- Proficient in CRM systems, sales tools, and call center platforms.
- Highly analytical with the ability to interpret sales data and implement actionable performance strategies.
- Results-oriented mindset with the ability to thrive in a fast-paced, target-driven BPO environment.
About the company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
