Sales Supervisor (Call Center)

Role Overview

• The SDR Supervisor is fully accountable for the performance, growth, and end-to-end management of the team under their leadership. This role connects daily operations with the department’s strategic objectives, driving results through people management, KPI tracking, and execution excellence.

Key Responsibilities

• Team Management & Full Accountability 100% ownership of the assigned SDR team; all headcount reports directly to you. Ensure achievement of individual and team KPIs. Coordinate and supervise daily operational activities.
• Team Development & Performance Create and implement Performance Improvement Plans (PIPs). Conduct weekly or bi‑weekly 1:1 coaching sessions. Identify high performers and develop future Team Leaders.
• Quality, Training & Continuous Improvement Act as the main daily QA reference, ensuring call/IA quality, process adherence, and commercial standards. Execute shadowing sessions, role plays, and ongoing training. Detect operational gaps and develop corrective action plans.
• Reporting & Results Management Prepare and present daily, weekly, and monthly reports with detailed analysis on: IAs PCA Productivity Attendance SDR-level performance comparisons Build strategies to improve results and escalate blockers when necessary.

Core Competencies

• Leadership, accountability, and sound decision-making.
• Strong analytical skills with deep KPI and performance diagnosis.
• Clear, structured, and coaching-oriented communication.
• Strong organization and ability to manage large teams.
• Ability to work under pressure and handle multiple priorities.