Telesales Supervisor: Lead & Coach 15-18 Ambassadors

Confie; Tijuana; In loco; MXN 360.000 - 540.000; Tempo pieno

Vantaggi offerti da questo lavoro

Christmas Bonus

IMSS

Profit Sharing

Savings Fund

Major Medical Insurance

Life Insurance

TripBeat

Friendly work environment

Restaurant discounts

Descrizione del lavoro

Confie is seeking a Telesales Supervisor to lead and develop a team of 15–18 Telesales Ambassadors in our Mexico operation. You will coach performance, ensure sales targets, and drive continuous improvement while maintaining a customer‑first focus and operational excellence.

You will schedule floor observations, monitor KPIs, and deliver coaching sessions to improve outcomes. The role requires leadership in a fast-paced call center and advanced English proficiency.

Competenze

• Call Center Sales background (1 year) required.
• Leadership experience in Sales role (1 year) required.
• Advanced English level (B2+) required.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams).

Mansioni

• Review prior month’s team performance and align on new focus behaviors.
• Schedule at least 5 hours per day for floor observation and call monitoring.
• Schedule and conduct a 30-minute weekly 1:1 meeting with each Assistant.
• Monitor daily performance using the Telesales Playbook and Dashboard.
• Observe Assistant behaviors with attention to focus behaviors from the Action Plan.
• Record 4 QA observation notes per Assistant each week.
• Provide an Action Plan update to Managers during floor sessions, showing KPIs.
• Deliver In-Between-Call coaching when focus behaviors are missed.
• Document coaching sessions using the Supervisor Coaching Form.
• Review each Assistant’s KPI performance and coaching notes.
• Document coaching and commitments in the BIA Coaching form.
• Monitor extended HOLD times hourly and address immediately.
• Inspect & Review Abandoned Calls Report, use of aux time regularly.
• Submit approved time-off requests to Workforce Management and HR.
• Participate in SSC activities and company programs as needed.
• Escalate persistent issues or patterns in behavior/performance to the Manager

Conoscenze

Call Center Sales

Leadership

Advanced English (B2+)

Strumenti

Microsoft Office

Descrizione del lavoro

Confie is seeking a Telesales Supervisor to lead and develop a team of 15–18 Telesales Ambassadors in our Mexico operation. You will coach performance, ensure sales targets, and drive continuous improvement while maintaining a customer‑first focus and operational excellence.

You will schedule floor observations, monitor KPIs, and deliver coaching sessions to improve outcomes. The role requires leadership in a fast-paced call center and advanced English proficiency.