Telesales Supervisor

Description

Job Summary: We are seeking an inspiring, results-driven leader to supervise our telesales operations—transforming data into actionable plans and developing people. Key Highlights: 1. Lead, motivate, and develop the telesales operator team 2. Monitor performance (KPIs) and provide continuous feedback 3. Maintain a positive, results-focused organizational climate **Client Hiring:** *We seek an inspiring, results-driven leader to supervise our telesales operations. If you know how to turn data into action plans and are passionate about developing people, this is your place.* **1. Main Responsibilities and Duties** This role focuses on **tactical execution** and **people management**. While the Manager defines strategy and high-level goals, the Supervisor ensures the team delivers those numbers daily. * **Team Management:** Lead, motivate, and develop the operator team (inbound or outbound). Manage absenteeism, breaks, vacations, and punctuality. * **Performance Monitoring (KPIs):** Track operational and sales KPIs in real time, including: * *AHT* (Average Handle Time) * *Conversion Rate* * *Churn* (Customer attrition, if applicable) * Schedule adherence * **Feedback and Coaching Application:** Conduct quality monitoring (call listening) and deliver consistent individual feedback (one-on-ones) to correct script deviations, attitude, or sales techniques. * **Reporting to Management:** Compile daily/weekly data, identify upward or downward trends, and report to the Manager with suggested action plans. * **Organizational Climate:** Keep team energy high (critical in telesales), promoting short-term incentive campaigns (flash campaigns). * **Operational Support:** Resolve more complex conflicts (escalated calls) that operators cannot resolve. **2. Desired Experience** * **Call Center Experience:** Proven experience in telesales operations (preferably outbound/sales, which demands a more commercially aggressive posture). * **Leadership History:** Prior experience leading teams—even in roles such as "Team Leader" or junior coordination. * **Technical Knowledge:** Proficiency in Microsoft Office (especially **Excel** for intermediate reporting) and familiarity with CRM systems (Salesforce, HubSpot, Zendesk, or proprietary systems) and dialers. **3. Education** * **Minimum:** Completed High School. * **Preferred/Advantageous:** Currently pursuing or holding a Bachelor’s degree in Business Administration, Commercial Management, Marketing, Human Resources, or related fields. **4. Behavioral Competencies (Soft Skills)** * **Resilience and Emotional Intelligence:** Ability to handle high pressure from daily targets and remain calm when dealing with demotivated operators or frustrated customers; * **Situational Leadership:** Knowing when to be firm (target accountability) and when to be supportive (human development); * **Analytical Mindset:** Not only reviewing numbers but understanding *why* they are what they are (e.g., “Did sales drop because the system is slow or because the script is ineffective?”); * **Assertive Communication:** Clearly conveying management directives without ambiguity, ensuring the team fully understands objectives; * **Results Orientation:** A “Hunter” profile—thriving on sales and energizing the team with that same drive. **5. Additional Notes** * Meals provided at the company; * Transportation allowance; * Health insurance (50% company-paid); * The client company is located in Itaitinga-CE. Employment Type: Full-time, Permanent CLT Compensation: R$3,000.00 – R$7,000.00 per month Work Location: On-site