Descripción

About VoiceTeam

We care about delivering trustworthy and innovative outsourced services while fostering well-being.

Our Commitment

• Satisfying our clients
• Fostering employee growth and well-being
• Ensuring sustainability
• Developing our communities

Guided by Our Core Values

• Engagement
• Integrity
• Excellence
• Adaptability
• Teamwork

Operations Supervisor Role Description

Overview

The Operations Supervisor oversees daily operations, ensuring performance targets are met, and maintaining high service quality.

Main Responsibilities

1. Team Supervision & Performance Management
2. Supervise and motivate a team of sales representatives to meet and exceed sales goals.
3. Monitor key sales metrics, including conversion rates, revenue growth, and client acquisition.
4. Work closely with Workforce Management (WFM) to ensure adequate staffing levels and schedule adherence.
5. Ensure that the team provides exceptional customer service throughout the sales process.
6. Enforce compliance with quality standards and sales ethics to maintain company reputation.
7. Collaborate with QA and Training teams to enhance sales techniques and service quality.
8. Work closely with HR to manage employee relations, attendance, and disciplinary actions.
9. Act as a liaison between sales, marketing, and operations to align strategies and drive results.

Qualifications & Requirements

• Bachelor's Degree in Business Administration or a related field. Additional certifications in sales leadership or management are a plus.
• 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.
• Strong problem-solving and strategic thinking skills.

Compensation & Benefits

• Performance Incentives: Monthly bonuses based on sales performance and KPIs.
• Comprehensive Benefits Package:
• Meal allowance
• Childcare subsidy
• Fully paid supplementary insurance
• Full psychological assistance on-site
• Annual bonus based on company performance
• Access to a cooperative savings plan
• Career Development: Clear pathway to managerial roles, training programs, and internal promotions.