Operations Supervisor

2 days ago

Mandaluyong City, National Capital Region, Philippines Fusion CX Full time

Team Leader – Telco Sales Account

Work Location:
Mandaluyong Site

Employment Type:
Full-Time

Hiring Type:
Urgent

Job Summary

The Team Leader is responsible for supervising a team of sales agents handling a telecommunications account. The role involves driving sales performance, ensuring quality customer engagement, coaching and developing agents, and meeting all operational KPIs. This position requires strong leadership skills and the ability to motivate teams in a fast-paced BPO environment.

Key ResponsibilitiesTeam & Performance Management

  • Lead, manage, and motivate a team of 12–20 Telco Sales Agents.
  • Monitor daily performance and ensure achievement of sales targets, conversions, AHT, QA scores, and other KPIs.
  • Conduct daily huddles, performance reviews, and one-on-one coaching sessions.
  • Analyze trends, identify gaps, and implement action plans for improvement.

Sales & Operations

  • Ensure agents are knowledgeable on telco products, plans, promos, and customer value propositions.
  • Optimize sales strategies to maximize conversions and customer satisfaction.
  • Forecast volume needs and coordinate with workforce teams for staffing requirements.
  • Oversee operational compliance, process updates, and adherence to policies.

Coaching & Development

  • Deliver structured coaching to improve agent sales techniques and soft skills.
  • Identify training needs and coordinate with L&D for refreshers and upskilling sessions.
  • Create a positive and engaging team culture that encourages productivity and collaboration.

Reporting & Documentation

  • Prepare daily, weekly, and monthly performance reports.
  • Document coaching logs, action plans, attendance, and incident reports.
  • Provide escalations handling and ensure quick resolution of customer concerns.

Qualifications

  • At least
    2–3 years of BPO experience
    , preferably in a
    Telco Sales
    program.
  • Minimum
    1 year experience as a Team Leader / Supervisor
    handling sales account preferred.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent communication and interpersonal abilities.
  • Strong understanding of sales metrics, call drivers, and customer behavior.
  • Flexible to work onsite in Mandaluyong and shifting schedules if required.
  • Can start
    ASAP
    is a strong advantage.

What We Offer

  • Competitive salary package + performance incentives
  • HMO coverage
  • Paid training and continuous career development
  • Opportunities for promotion within the organization
  • Supportive and growth-oriented work environment

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