Sr. Manager of Sales Performance - BPO (Telco)

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.  

Do you have a strong command of and understanding of Sales and Sales Execution?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience. Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?  

JOIN OUR TEAM TODAY!  

Job Summary

We are seeking a hands-on and dynamic Director of Sales to lead and drive the sales performance of a call center BPO supporting one of the largest wireless providers in the United States. This role is based in the Philippines and will oversee sales operations across four regions: the United States, Philippines, Jamaica, and the Dominican Republic. The ideal candidate will have a strong background in sales leadership within a call center environment, with a focus on upselling behaviors and strategies that drive agent performance.  

Position: This position is Onsite (Cebu)

Role Reports into: Director

 Job Responsibilities:  

Sales Leadership and Strategy

• Develop and implement sales strategies to achieve and exceed upselling targets for the telco account.
• Monitor and analyze sales performance across all regions, identifying trends, opportunities, and areas for improvement.
• Partner with site directors to ensure alignment of sales goals and provide actionable insights to improve performance.

Agent Performance Management

• Observe, monitor, and coach call center agents to enhance their upselling behaviors and techniques.
• Identify outliers in agent performance and collaborate with site leadership to create SMART action plans for improvement.
• Conduct regular training sessions and workshops to reinforce the best practices in upselling and customer engagement.

Collaboration and Communication

• Act as a liaison between regional teams, ensuring consistent communication and sharing of best practices.
• Work closely with site directors to provide updates on sales performance and actionable recommendations.
• Supervise and execute the performance management of Value Ambassadors and Managers from each country. Guiding the team in their efforts to promote upselling strategies and ensuring that results are delivered effectively.

Data-Driven Decision Making

• Utilize data and analytics to track sales performance, identify gaps, and measure the effectiveness of coaching and training initiatives.
• Prepare and present detailed sales reports to senior leadership, highlighting successes, challenges, and recommendations.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

Education

• Bachelor’s degree in business, Communications, or a related field is preferred.
• Relevant certifications or training in sales leadership or call center management is a plus.

Skills

• Exceptional coaching and mentoring skills, with the ability to inspire and motivate agents to achieve their best.
• Strong analytical skills, with the ability to interpret data and translate insights into actionable strategies.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

Experience and Expertise

• 8-10 years of leadership experience with 5+ years in sales
• Proven experience in a sales leadership role within a call center BPO environment, preferably supporting a telco account.
• Demonstrated track record of increasing sales or internal upselling within previous roles.
• Strong understanding of upselling behaviors and the factors that drive agent performance.
• Demonstrated ability to manage and influence teams across multiple regions and cultures.

Work Environment

• This is a hands-on role requiring a proactive approach to managing sales performance.
• The position is based in the Philippines but involves collaboration with teams in the United States, Jamaica, and the Dominican Republic.

 Why Join Us?

• Opportunity to lead sales operations for a high-profile telco account.
• Work in a dynamic and fast-paced environment with a global team.
• Make a significant impact on the success of one of the largest wireless providers in the US.

Benefits and Perks: 

• Competitive pay based on experience + performance-based incentives!  
• Fun work environment, seasonal festivals – Bonanza. 
• Stable, full-time employment.
• Company paid health & life insurance benefits. 
• Opportunity for professional development.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.