Sales Operations Supervisor

Objective: To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.  

Main Activities:

• Elaborate weekly productivity reports.  
• Take escalation calls according to the line of business being supervised.  
• Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.  
• Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.  
• Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.  
• Providing follow-up to the permits, me...