JOB PURPOSE
The VAS Operations Supervisor is responsible for the day-to-day operational delivery and performance of the outsourced VAS sales operation, ensuring achievement of assigned revenue, sales, conversion, customer satisfaction, quality and service-level targets. The role supervises and supports the outsourced sales team, drives effective sales execution and lead management, and ensures consistent adherence to approved processes, service standards and operational controls.
The role monitors operational and sales performance, coordinates with the outsourcing agency and relevant internal stakeholders to address performance gaps and service issues and contributes to operational insights and recommendations to improve sales effectiveness, operational efficiency and the customer journey. Operating under the direction of the Director of Value-Added Services, the role translates approved VAS priorities into effective day-to-day execution and supports the consistent delivery of departmental objectives.
CORE RESPONSIBILITIES
- Supervise and coach outsourced sales agents to achieve revenue, sales, conversion, quality, and customer satisfaction targets.
- Monitor daily sales activities, lead management, pipeline progression, and follow-up performance to maximize sales opportunities.
- Drive achievement of monthly revenue and conversion targets through effective performance management and coaching.
- Analyze sales and operational performance metrics, identify performance gaps, and implement corrective actions where required.
- Ensure compliance with approved sales processes, CRM requirements, customer service standards, and operational controls.
- Monitor customer satisfaction, service quality, SLA performance, and complaint resolution activities.
- Coordinate with outsourcing partners and internal stakeholders to address operational challenges and improve service delivery.
- Prepare and present performance reports covering revenue, sales, conversion, productivity, quality, and customer experience metrics.
- Support continuous improvement initiatives aimed at enhancing sales effectiveness, operational efficiency, and customer experience.
REQUIRMENTS & EXPERINCE
- Bachelor's degree in business administration, Sales, Customer Service, Operations, or a related field.
- Minimum 5 years of experience in sales operations, telesales, call center sales, customer service, or customer contact operations.
- At least 2 years of experience in a supervisory or team leadership role.
- Proven success in achieving revenue and sales targets and driving team performance.
- Experience managing outsourced teams or third-party service providers is highly preferred.
- Experience using CRM systems, sales reporting tools, and performance dashboards.
- Strong sales leadership and team coaching capabilities.
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving abilities with experience interpreting sales and operational data.
- Ability to balance revenue achievement with customer satisfaction, quality, and compliance requirements.
- Advanced proficiency in Microsoft Excel, PowerPoint, and CRM systems.
- Fluency in English; Arabic is an advantage
