Sales Operations Supervisor

Role purpose

Core responsibilities

• Supervise and coach outsourced sales agents to achieve revenue, sales, conversion, quality, and customer satisfaction targets.
• Monitor daily sales activities, lead management, pipeline progression, and follow-up performance.
• Drive monthly revenue and conversion targets through performance management and coaching.
• Analyze performance metrics, identify gaps, and implement corrective actions.
• Ensure compliance with sales processes, CRM requirements, customer service standards, and operational controls.
• Monitor customer satisfaction, service quality, SLA performance, and complaint resolution.
• Coordinate with outsourcing partners and internal stakeholders to address operational challenges.
• Prepare performance reports covering revenue, sales, conversion, productivity, quality, and customer experience.
• Support improvements to sales effectiveness, operational efficiency, and customer experience.

Requirements and experience

• Bachelor's degree in business administration, sales, customer service, operations, or a related field.
• At least 5 years of experience in sales operations, telesales, call center sales, customer service, or customer contact operations.
• At least 2 years of supervisory or team leadership experience.
• Proven success achieving revenue and sales targets and driving team performance.
• Experience managing outsourced teams or third-party service providers is highly preferred.
• Experience with CRM systems, sales reporting tools, and performance dashboards.
• Strong sales leadership, coaching, communication, and stakeholder management capabilities.
• Strong analytical and problem-solving abilities, including interpreting sales and operational data.
• Ability to balance revenue achievement with customer satisfaction, quality, and compliance.
• Advanced proficiency in Microsoft Excel, PowerPoint, and CRM systems.
• Fluency in English; Arabic is an advantage.