Sales Operations Supervisor

About the role

The Sales Operations Supervisor will lead the day‑to‑day delivery of the outsourced value‑added services (VAS) sales operation for RAKEZ. Reporting to the Director of Value‑Added Services, you will ensure revenue, conversion, quality and customer‑satisfaction targets are met while maintaining strict adherence to processes and service standards.

Key responsibilities

• Supervise and coach outsourced sales agents to achieve revenue, sales, conversion, quality and customer‑satisfaction goals.
• Monitor daily sales activities, lead management, pipeline progression and follow‑up performance.
• Drive monthly revenue and conversion targets through performance management and coaching.
• Analyse sales and operational metrics, identify gaps and implement corrective actions.
• Ensure compliance with approved sales processes, CRM requirements and operational controls.
• Track customer satisfaction, service quality, SLA performance and complaint resolution.
• Coordinate with outsourcing partners and internal stakeholders to resolve operational challenges.
• Prepare and present performance reports covering revenue, sales, conversion, productivity, quality and customer experience.
• Support continuous‑improvement initiatives to enhance sales effectiveness and operational efficiency.

Required profile

• Bachelor’s degree in Business Administration, Sales, Customer Service, Operations or a related field.
• Minimum 5 years of experience in sales operations, telesales, call‑center sales or customer service.
• Proven ability to supervise and develop outsourced sales teams.
• Strong analytical mindset with experience interpreting performance data.

Required skills

• Sales reporting tools
• Performance dashboards
• CRM systems
• Microsoft Excel