Job description
ROLE PURPOSE The Team Supervisor leads a high-performing inbound and outbound sales team within a premium hospitality and loyalty contact center operation. This role is heavily sales-focused and accountable for conversion performance, outbound campaign execution, revenue delivery, and team productivity. The Supervisor is responsible for driving a disciplined sales culture through active floor leadership, real-time coaching, outbound activity management, objection handling support, and conversion improvement initiatives.
Customer experience remains important; however, the operation is fundamentally revenue and performance driven.
KEY RESPONSIBILITIES
Sales Leadership & Revenue Delivery
- Drive inbound and outbound sales performance across the team.
- Monitor conversion rates, outbound productivity, revenue generation, and ancillary sales performance.
- Coach agents on closing techniques, objection handling, urgency creation, and relationship-based selling.
- Manage outbound campaign execution including lead follow-up, loyalty outreach, and promotional initiatives.
- Hold agents accountable for sales KPIs, talk-time effectiveness, and conversion outcomes.
- Conduct sales-focused coaching sessions using call listening and performance analysis.
Requirements
QUALIFICATIONS & EXPERIENCE
- Minimum 2 years’ experience in a sales contact center environment.
- Previous supervisory or team leadership experience preferred.
- Proven experience managing sales performance and coaching conversion improvement.
- Hospitality, travel, loyalty, or premium customer service experience advantageous.