Contact Center Sales Supervisor

About the role

The Contact Center Sales Supervisor will lead the sales team in both inbound and outbound channels, driving revenue growth, profitability, and customer acquisition for Liberty Puerto Rico's contact center.

Key responsibilities

• Develop and execute sales strategies for inbound and outbound calls to meet departmental and company targets.
• Prepare individual and team action plans, monitor daily sales results, and report performance to management.
• Conduct one‑on‑one coaching sessions with agents to improve communication and sales effectiveness.
• Ensure accurate order processing, manage call monitoring, and measure key performance indicators such as AHT, service level, and call abandonment.
• Analyze telephone activity to guarantee compliance with quality standards.
• Coordinate with programming teams to maintain high sales ratios on premium channels.
• Approve payroll, adjustments, and track employee attendance in line with company policies.
• Uphold Liberty’s Customer First Philosophy and all relevant corporate policies.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 3–6 years of experience in telemarketing or call‑center environments.
• Supervisory experience preferred.
• Excellent communication and interpersonal skills.
• Fully bilingual in Spanish and English.
• Computer‑literate with strong knowledge of Microsoft Office.
• Customer‑focused and able to motivate a team.

Required skills

• Microsoft Office