Sales Team Lead — Customer Experience & Performance

Qualfon; Cebu City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Qualfon in Cebu City seeks an Operations Supervisor (Team Leader) to lead a sales agents team within a busy BPO environment. The role centers on driving sales performance, revenue growth, and conversion while ensuring quality customer interactions.

You will coach agents on selling skills, monitor real-time performance, and conduct regular reviews to optimize conversions and upselling. Reporting to the Operations Manager, you will work with clients and internal stakeholders to meet targets.

Qualifications

• 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.

Responsibilities

• Lead, motivate, and coach a team of sales agents to meet or exceed targets and KPIs.
• Drive daily sales performance through real-time monitoring, coaching, and corrective actions.
• Conduct performance reviews, sales huddles, and coaching sessions focused on conversion and upselling.
• Ensure adherence to sales scripts, processes, and compliance requirements.
• Manage day-to-day operations to ensure smooth call flow and achievement of SLAs and metrics.
• Monitor KPIs such as conversion rate, revenue, AHT, QA scores, and customer satisfaction.
• Review and cascade client communications at shift start; align on priorities and updates.
• Prepare and present sales performance reports, trends, and improvement plans to management.

Skills

People leadership

Sales coaching

KPIs

CRM

Data analysis

Communication

Tools

CRM systems

Call center tools

Job description

Qualfon in Cebu City seeks an Operations Supervisor (Team Leader) to lead a sales agents team within a busy BPO environment. The role centers on driving sales performance, revenue growth, and conversion while ensuring quality customer interactions.

You will coach agents on selling skills, monitor real-time performance, and conduct regular reviews to optimize conversions and upselling. Reporting to the Operations Manager, you will work with clients and internal stakeholders to meet targets.