Sales Operations Supervisor

مناطق رأس الخيمة الاقتصادية (راكز); Ras Al Khaimah; On-site; AED 223,000 - 290,000; Full time

Job summary

RAKEZ is recruiting an VAS Operations Supervisor to oversee day-to-day delivery of outsourced VAS sales, ensuring revenue, sales, conversion, and customer satisfaction targets are met. You will supervise the sales agents, monitor activities, and coach for continuous improvement while coordinating with the outsourcing partner and internal stakeholders.

Under the Director of Value-Added Services, translate priorities into action, support service quality, and present performance insights to drive

Qualifications

• Bachelor's degree in business administration, Sales, Customer Service, Operations, or a related field.
• Minimum 5 years of experience in sales operations, telesales, call center sales, customer service, or customer contact operations.
• At least 2 years of experience in a supervisory or team leadership role.
• Proven success in achieving revenue and sales targets and driving team performance.
• Experience managing outsourced teams or third-party service providers is highly preferred.
• Experience using CRM systems, sales reporting tools, and performance dashboards.
• Strong sales leadership and team coaching capabilities.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities with experience interpreting sales and operational data.
• Ability to balance revenue achievement with customer satisfaction, quality, and compliance requirements.
• Advanced proficiency in Microsoft Excel, PowerPoint, and CRM systems.
• Fluency in English; Arabic is an advantage

Responsibilities

• Supervise and coach outsourced sales agents to achieve revenue, sales, conversion, quality, and customer satisfaction targets.
• Monitor daily sales activities, lead management, pipeline progression, and follow-up performance to maximize sales opportunities.
• Drive achievement of monthly revenue and conversion targets through effective performance management and coaching.
• Analyze sales and operational performance metrics, identify performance gaps, and implement corrective actions where required.
• Ensure compliance with approved sales processes, CRM requirements, customer service standards, and operational controls.
• Monitor customer satisfaction, service quality, SLA performance, and complaint resolution activities.
• Coordinate with outsourcing partners and internal stakeholders to address operational challenges and improve service delivery.
• Prepare and present performance reports covering revenue, sales, conversion, productivity, quality, and customer experience metrics.
• Support continuous improvement initiatives aimed at enhancing sales effectiveness, operational efficiency, and customer experience.

Skills

Sales leadership

Team coaching

CRM systems

Performance dashboards

Excel

PowerPoint

Stakeholder management

Analytical skills

Outsourced team mgmt

English fluency

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Sales reporting tools

Performance dashboards

Excel

PowerPoint

Job description

JOB PURPOSE

The VAS Operations Supervisor is responsible for the day-to-day operational delivery and performance of the outsourced VAS sales operation, ensuring achievement of assigned revenue, sales, conversion, customer satisfaction, quality and service-level targets. The role supervises and supports the outsourced sales team, drives effective sales execution and lead management, and ensures consistent adherence to approved processes, service standards and operational controls.

The role monitors operational and sales performance, coordinates with the outsourcing agency and relevant internal stakeholders to address performance gaps and service issues and contributes to operational insights and recommendations to improve sales effectiveness, operational efficiency and the customer journey. Operating under the direction of the Director of Value-Added Services, the role translates approved VAS priorities into effective day-to-day execution and supports the consistent delivery of departmental objectives.

Operating under the direction of the Director of Value-Added Services, the role translates approved VAS priorities into effective day-to-day execution and supports the consistent delivery of departmental objectives.

CORE RESPONSIBILITIES

• Supervise and coach outsourced sales agents to achieve revenue, sales, conversion, quality, and customer satisfaction targets.
• Monitor daily sales activities, lead management, pipeline progression, and follow-up performance to maximize sales opportunities.
• Drive achievement of monthly revenue and conversion targets through effective performance management and coaching.
• Analyze sales and operational performance metrics, identify performance gaps, and implement corrective actions where required.
• Ensure compliance with approved sales processes, CRM requirements, customer service standards, and operational controls.
• Monitor customer satisfaction, service quality, SLA performance, and complaint resolution activities.
• Coordinate with outsourcing partners and internal stakeholders to address operational challenges and improve service delivery.
• Prepare and present performance reports covering revenue, sales, conversion, productivity, quality, and customer experience metrics.
• Support continuous improvement initiatives aimed at enhancing sales effectiveness, operational efficiency, and customer experience.

REQUIRMENTS & EXPERINCE

• Bachelor's degree in business administration, Sales, Customer Service, Operations, or a related field.
• Minimum 5 years of experience in sales operations, telesales, call center sales, customer service, or customer contact operations.
• At least 2 years of experience in a supervisory or team leadership role.
• Proven success in achieving revenue and sales targets and driving team performance.
• Experience managing outsourced teams or third-party service providers is highly preferred.
• Experience using CRM systems, sales reporting tools, and performance dashboards.
• Strong sales leadership and team coaching capabilities.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities with experience interpreting sales and operational data.
• Ability to balance revenue achievement with customer satisfaction, quality, and compliance requirements.
• Advanced proficiency in Microsoft Excel, PowerPoint, and CRM systems.
• Fluency in English; Arabic is an advantage