Supervisor – Digital and Telesales

About the role

The Supervisor – Digital & Telesales leads the on‑site Digital and Telesales teams in Trincity, ensuring daily performance, sales targets and an exceptional customer experience. The role combines coaching, operational oversight and compliance to drive growth across broadband, TV, voice and value‑added services.

Key responsibilities

• Drive sales growth for broadband, TV, fixed voice and value‑added products while monitoring conversion rates and productivity.
• Manage daily dialer campaigns, call lists and agent pacing, adjusting to improve contact and conversion rates.
• Oversee lead management from assignment to follow‑up, tracking ageing and conversion metrics.
• Monitor queue performance, dialer efficiency and schedule adherence, allocating resources to meet service levels.
• Review quality assurance and compliance results, implementing corrective actions and ensuring order accuracy.
• Conduct regular coaching, side‑by‑side observations and performance feedback, fostering a high‑performance culture.

Required profile

• Minimum 3 years’ experience leading a sales or contact‑centre team.
• Proven ability to coach and develop high‑performing teams.
• Strong understanding of digital and telesales operations, workforce management and KPI tracking.
• Excellent analytical, communication and problem‑solving skills.

Required skills

• Genesys
• Cerillion
• PentCloud
• Lead management systems
• Dialer management
• Microsoft Excel, Word, PowerPoint, Teams
• Power BI (desirable)