Performance Improvement Supervisor

hace 6 días

San Francisco de Macorís, Duarte, República Dominicana VoiceTeam Call SRL A tiempo completo
Role Description

As an Operations Supervisor at VoiceTeam, you will oversee daily operations, ensuring performance targets are met and maintaining high service quality. You will supervise a team of customer service and technical support representatives, driving operational efficiency and fostering a positive work environment. We seek a leader with strong problem-solving skills, a customer-focused approach, and excellent negotiation and persuasion abilities.

Key Responsibilities:
  • SUPVISE AND MOTIVATE A TEAM OF SALES REPRESENTATIVES TO MEET AND EXCEED SALES GOALS.
  • MONITOR KEY SALES METRICS, INCLUDING CONVERSION RATES, REVENUE GROWTH, AND CLIENT ACQUISITION.
  • COLLABORATE WITH WORKFORCE MANAGEMENT (WFM) TO ENSURE ADEQUATE STAFFING LEVELS AND SCHEDULE ADHERENCE.
  • ENSURE EXCEPTIONAL CUSTOMER SERVICE THROUGHOUT THE SALES PROCESS.
  • ENFORCE COMPLIANCE WITH QUALITY STANDARDS AND SALES ETHICS TO MAINTAIN COMPANY REPUTATION.
  • WORK CLOSELY WITH QA AND TRAINING TEAMS TO ENHANCE SALES TECHNIQUES AND SERVICE QUALITY.
  • ACTION AS A LIAISON BETWEEN SALES, MARKETING, AND OPERATIONS TO ALIGN STRATEGIES AND DRIVE RESULTS.

Qualifications and Requirements:
  • Bachelor's degree in Business Administration or a related field.
  • MINIMUM 2 YEARS OF EXPERIENCE IN THE CALL CENTER ENVIRONMENT (SALES TELECOMMUNICATIONS PREFERRED).
  • AT LEAST 1 YEAR IN A LEADERSHIP ROLE (SALES SUPERVISOR, TEAM LEAD, TRAINER, QA, OR SIMILAR).
  • PROFICIENCY IN CRM TOOLS, SALES TRACKING SOFTWARE, AND MICROSOFT OFFICE (EXCEL, WORD, POWERPOINT).
  • FAMILIARITY WITH SALES ANALYTICS, FORECASTING, AND PIPELINE MANAGEMENT.
  • ENGLISH: MINIMUM B2 LEVEL (C1 PREFERRED). SPANISH: STRONG VERBAL AND WRITTEN COMMUNICATION SKILLS.
  • STRONG ABILITY TO MOTIVATE AND INSPIRE A HIGH-PERFORMING SALES TEAM.
  • EXCELLENT NEGOTIATION AND PERSUASION SKILLS.
  • ABILITY TO WORK UNDER PRESSURE IN A TARGET-DRIVEN ENVIRONMENT.

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