Operations Supervisor

Overview

The successful applicant will be responsible for directly managing and developing a sales-focused team to efficiently and effectively achieve business and campaign objectives. This role requires a strong focus on driving revenue, improving conversion rates, and ensuring that quality and compliance standards are consistently met.

You will play a key role in coaching, motivating, and performance managing agents in a fast-paced, target-driven environment, while continuously identifying opportunities to improve sales performance and team effectiveness.

Qualifications

• Matric / Equivalent qualification.
• Proven sales experience (essential).
• Previous experience in a Team Leader / Supervisor role or equivalent (beneficial).
• Strong understanding of sales performance metrics and target-driven environments.
• Experience in coaching and developing sales teams to achieve targets.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, SharePoint).
• Strong analytical ability with experience interpreting performance data and driving improvements.
• Excellent communication and interpersonal skills, with the ability to influence at all levels.
• Ability to work in a fast-paced, high-pressure environment while maintaining performance standards.
• Strong planning, organizational, and problem-solving skills.

Responsibilities

• Begin each day by reviewing prior day/week/month sales performance, identifying trends, gaps, and opportunities.
• Ensure all agents with performance gaps are actively managed, with clear action plans in place and tracked consistently.
• Conduct daily team huddles to review actual performance versus targets, highlighting trends and identifying outliers.
• Set clear daily priorities and manage execution of sales plans, making real-time adjustments throughout the shift as needed.
• Drive a high-performance, target-driven culture, ensuring sales KPIs (conversion, revenue, quality, and productivity) are consistently achieved or exceeded.
• Utilize time effectively to coach and develop agents, applying the 80/20 principle to maximize performance impact.
• Observe agent interactions to identify strengths and development areas, providing structured and ongoing coaching.
• Conduct regular 1-2-1s, quarterly reviews, and implement personalized development plans to support growth and performance improvement.
• Motivate and engage the team to maintain high energy levels and consistent focus on achieving sales targets.
• Analyze sales data and performance metrics to identify improvement opportunities and recommend actionable solutions.
• Ensure adherence to attendance, schedule compliance, and operational standards.
• Maintain accurate documentation, including performance tracking, coaching notes, and process updates.
• Collaborate with support functions (Training, QA, Workforce, and Leadership) to drive continuous improvement and sales effectiveness.