Call Center & Sales Support Supervisor

Responsibilities:

• Build, train, and manage an outbound call team responsible for lead generation, customer activation, and conversion to achieve company sales targets.
• Design effective sales call scripts and communication strategies tailored for different client segments (distributors, retail clients, and project customers).
• Develop and execute daily, weekly, and monthly outbound plans, and monitor KPIs such as call volume, connection rate, conversion rate, and revenue contribution.
• Oversee the entire lead-to-order process, ensuring every interaction is properly recorded and tracked in the CRM system.
• Work closely with the marketing team to follow up on campaign leads, reactivate dormant customers, and improve the conversion rate of marketing activities.
• Analyze sales performance data, identify improvement opportunities, and provide insights to optimize call efficiency and close rates.
• Supervise inbound and outbound service calls related to product installation, maintenance, troubleshooting, and customer complaints, ensuring professional and timely resolution.
• Establish a structured follow-up and satisfaction survey system to maintain long-term customer relationships and identify cross-selling opportunities.
• Build a closed-loop service mechanism, track the resolution of each issue, and report findings for product and service improvement.
• Ensure all customer records, service tickets, and installation feedback are accurately updated in the CRM and call systems.
• Support the after-sales department in coordinating with field technicians to ensure quick problem closure and feedback communication.
• Recruit, train, evaluate, and motivate call center agents, building a sales-driven and service-oriented team.
• Conduct regular training programs on sales techniques, communication skills, and customer psychology to improve conversion rates.
• Hold weekly and monthly performance review meetings to analyze results, share best practices, and identify corrective actions.
• Manage the call system, CRM platform, recordings, and reporting tools, ensuring data security and transparency.
• Foster a result-oriented, collaborative culture with clear accountability and reward mechanisms.
• Collaborate with Sales, Marketing, After-Sales, and Finance teams to ensure smooth customer lifecycle management from lead generation to service completion.
• Prepare regular performance and customer feedback reports for management, providing actionable recommendations to improve processes and performance.
• Assist in developing integrated customer engagement strategies that align with the company’s sales goals.

Requirements:

• Bachelor’s degree or above in Marketing, Management, Communication, or related fields.
• Minimum 3 years of experience managing a call center or outbound sales team, preferably in renewable energy, electronics, telecom, insurance, or FMCG industries.
• Strong knowledge of telesales operations, CRM systems, and performance analytics.
• Excellent leadership and motivational skills, with proven ability to drive a sales-oriented team to exceed targets.
• Strong analytical, communication, and organizational skills; capable of managing multiple priorities under pressure.
• Fluency in English is required; ability to speak local languages (Yoruba, Hausa, Igbo) will be an added advantage.