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 polic...