SUPERVISOR, CUSTOMER EXPERIENCE - SALES

Overview

The Operations Supervisor (Team Leader) will lead and manage a team of sales agents within a BPO/call center environment. This role is highly focused on driving sales performance, revenue growth, and conversion, while ensuring quality customer interactions and operational excellence. The ideal candidate has strong experience supporting sales campaigns, coaching agents on selling skills, and consistently meeting or exceeding targets. The Operations Supervisor reports directly to the Operations Manager.

Responsibilities

Sales Team Leadership & Performance Management

• Supervise, motivate, and coach a team of sales agents to consistently meet or exceed sales targets and KPIs.
• Drive daily sales performance through real-time monitoring, coaching, and corrective actions.
• Conduct regular performance reviews, sales huddles, and one-on-one coaching sessions focused on conversion, upselling, and objection handling.
• Ensure adherence to sales scripts, processes, and compliance requirements.

Sales Operations & Workflow Management

• Manage day-to-day operations to ensure smooth call flow, productivity, and achievement of SLAs and sales metrics.
• Monitor key sales KPIs such as conversion rate, revenue, average handling time, QA scores, and customer satisfaction.
• Identify performance gaps and implement action plans to improve individual and team sales results.

Communication, Reporting & Stakeholder Management

• Review and cascade all client and internal communications at the start of each shift to ensure alignment on priorities and updates.
• Liaise with clients and internal stakeholders to align on sales goals, expectations, and performance outcomes.
• Prepare and present sales performance reports, trends, and improvement plans to management and clients.

Coaching, Compliance & Documentation

• Issue Notices to Explain (NTE), Disciplinary Actions (DA), and coaching logs in accordance with company policy.
• Ensure all documentation is properly submitted to HCD for record-keeping and compliance.
• Reinforce accountability while maintaining a performance-driven and motivating environment.

Training, Quality & Continuous Improvement

• Ensure agents receive ongoing coaching and training on product knowledge, sales techniques, objection handling, and customer engagement.
• Support quality initiatives by discussing QA updates, scores, and action items in the absence of the Quality Analyst.
• Assist in Root Cause Analysis (RCA) for sales and quality issues and participate in improvement initiatives led by QA or Operations.
• Promote best practices to improve sales effectiveness and customer experience.

Experience

• Minimum of 2 years supervisory or team lead experience in a BPO or call center environment.
• Strong background supporting Telco sales accounts or sales-driven campaigns is highly preferred.
• Proven experience in driving revenue, improving conversion rates, and managing sales KPIs.

Qualifications

• Strong leadership and people management skills.
• Excellent sales acumen with the ability to coach agents on effective selling techniques.
• Strong communication, presentation, and stakeholder management skills.
• Proficient in CRM systems and call center tools.
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.