SUPERVISOR, CUSTOMER EXPERIENCE - CARE

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Qualfon