Sales Supervisor Call Center

Role Overview The SDR Supervisor is fully accountable for the performance, growth, and end-to-end management of the team under their leadership. This role connects daily operations with the department’s strategic objectives, driving results through people management, KPI tracking, and execution excellence. Key Responsibilities Team Management & Full Accountability 100% ownership of the assigned SDR team; all headcount reports directly to you. Ensure achievement of individual and team KPIs. Coordinate and supervise daily operational activities. Team Development & Performance Create and implement Performance Improvement Plans (PIPs). Conduct weekly or bi‑weekly 1:1 coaching sessions. Identify high performers and develop future Team Leaders. Quality, Training & Continuous Improvement Act as the main daily QA reference, ensuring call/IA quality, process adherence, and commercial standards. Execute shadowing sessions, role plays, and ongoing training. Detect operational gaps and develop corrective action plans. Reporting & Results Management Prepare and present daily, weekly, and monthly reports with detailed analysis on: IAs PCA Productivity Attendance SDR-level performance comparisons Build strategies to improve results and escalate blockers when necessary. Core Competencies Leadership, accountability, and sound decision-making. Strong analytical skills with deep KPI and performance diagnosis. Clear, structured, and coaching-oriented communication. Strong organization and ability to manage large teams. Ability to work under pressure and handle multiple priorities.