BPO Team Leader

Job Summary: The Sales Team Manager is responsible for leading a team of agents handling inbound and outbound customer interactions across phone, chat, and email. The role focuses on driving sales conversions by guiding agents in answering product inquiries, upselling, and cross-selling, while ensuring a high-quality customer experience and adherence to company policies. Key Responsibilities: • Drive team performance to meet or exceed revenue targets • Manage agent attendance, scheduling, and daily coverage • Monitor and improve sales performance metrics, including: - Net Revenue - Conversion Rate • Oversee agent productivity and workflow efficiency • Ensure proper use of tools such as Aircall, Gorgias, CheckoutChamp, and Shopify • Coach agents on: - Sales techniques - Objection handling - Call flow and communication • Enforce compliance with order-processing SOPs and company policies • Conduct quality reviews of calls, chats, and tickets • Track and report team KPIs to leadership • Support onboarding and continuous training of agents • Develop and update scripts, macros, and SOPs • Communicate daily updates, promotions, and process changes Expectations: • Maintain daily communication with the Account Director of Customer Support, SixEleven Operations Lead, and other stakeholders • Ensure timely follow-through on all action items until completion • Adapt quickly to changes in tools, processes, and business needs • Strengthen internal communication and reporting practices • Demonstrate a results-driven and proactive mindset in improving conversion rates and sales performance • Analyze KPIs and provide actionable recommendations for improvement Qualifications: • Good verbal and written English communication skills • At least 1 year BPO experience • Has hands-on sales management experience • Proven experience in revenue generation, sales conversions, or retention campaigns • Strong adaptability and openness to change • Comfortable using multiple customer support and sales platforms • Proficient in Google Sheets and Pivot Tables with strong data analysis skills Perks: • Up to 10k in incentives (terms and conditions apply) • A supportive work environment focused on growth and development. • Opportunities for career advancement and annual salary increase within the company. • Comprehensive training to ensure your success. • Company events like the Sportsfest, tokens, and etc. Come and be a a part of our growing team!