Telesales Supervisor

Salmon Group Ltd; Metro Manila; On-site; PHP 420,000 - 650,000; Full time

Job summary

Salmon Group Ltd in Metro Manila is seeking a skilled Telesales Supervisor to lead daily telesales operations, drive targets, and ensure service quality across campaigns.

You will coach agents, optimize lead handling, monitor performance metrics, and collaborate with Sales, Marketing, and Operations to improve conversion rates and campaign results.

This role emphasizes people management, process adherence, and data-driven improvements to sustain high productivity and customer satisfaction.

Responsibilities

• Monitor agent performance through real-time observation, coaching sessions, and performance reviews.
• Conduct regular one-on-one coaching, feedback discussions, and team huddles.
• Identify performance gaps and implement action plans for improvement.
• Motivate and develop team members to maximize productivity and conversion performance.
• Manage attendance, schedule adherence, and workforce utilization.
• Escalate performance concerns and recommend disciplinary actions when necessary.
• Support recruitment, onboarding, and training of new telesales agents. Oversee execution of all telesales campaigns including SME, ALDI, Universal Product Surveys, Sales Chats, and future sales initiatives.
• Ensure proper lead allocation and workload balancing across agents.
• Monitor campaign progress, conversion rates, and sales funnel movement.
• Ensure timely follow-up of leads and proper handling of pending opportunities.
• Coordinate with Sales, Marketing, Operations, and other stakeholders regarding campaign requirements and updates.
• Drive initiatives to improve lead conversion and overall campaign performance.
• Ensure adherence to approved call scripts, sales processes, and customer engagement standards.
• Conduct call listening sessions and quality reviews to maintain service excellence.
• Monitor compliance with internal policies, data privacy requirements, and operational procedures.
• Standardize sales conversations and best practices across the team and Management regarding team performance and campaign results.
• Escalate system issues, operational risks, and critical customer concerns when necessary.
• Collaborate with cross-functional teams to resolve process and operational challenges.
• Present performance insights and recommendations during business reviews.

Job description

Key Responsibilities

Supervise and manage daily telesales operations to ensure achievement of sales and productivity targets.

• Monitor agent performance through real-time observation, coaching sessions, and performance reviews.
• Conduct regular one-on-one coaching, feedback discussions, and team huddles.
• Identify performance gaps and implement action plans for improvement.

Motivate and develop team members to maximize productivity and conversion performance.

• Manage attendance, schedule adherence, and workforce utilization.
• Escalate performance concerns and recommend disciplinary actions when necessary.
• Support recruitment, onboarding, and training of new telesales agents. Oversee execution of all telesales campaigns including SME, ALDI, Universal Product Surveys, Sales Chats, and future sales initiatives.
• Ensure proper lead allocation and workload balancing across agents.
• Monitor campaign progress, conversion rates, and sales funnel movement.
• Ensure timely follow-up of leads and proper handling of pending opportunities.
• Coordinate with Sales, Marketing, Operations, and other stakeholders regarding campaign requirements and updates.
• Drive initiatives to improve lead conversion and overall campaign performance.

Ensure adherence to approved call scripts, sales processes, and customer engagement standards.

• Conduct call listening sessions and quality reviews to maintain service excellence.
• Monitor compliance with internal policies, data privacy requirements, and operational procedures.
• Standardize sales conversations and best practices across the team and Management regarding team performance and campaign results.
• Escalate system issues, operational risks, and critical customer concerns when necessary.
• Collaborate with cross-functional teams to resolve process and operational challenges.
• Present performance insights and recommendations during business reviews.