The Supervisor leads the Property Executive (Tele Sales) team and provides oversight to the Research function. The role is accountable for driving productivity, quality, discipline, coaching, performance management and continuous improvement while ensuring a consistent pipeline of high-quality leads. The Supervisor identifies capability gaps, liaises with HR and relevant stakeholders to coordinate training, and plays an active role in designing, facilitating and evaluating training programs, SOPs and coaching interventions.
Key Responsibilities
- Lead daily tele sales operations and supervise team performance.
- Monitor attendance, punctuality, schedule adherence and break compliance.
- Conduct huddles, one-on-one coaching and performance reviews.
- Drive achievement of activity, quality and conversion Key Performance Indicators.
- Review calls and provide structured coaching.
- Identify training needs through Quality Analysts and Key Performance Indicators analysis.
- Coordinate training with HR, Quality Analysts and Operations.
- Design and deliver refresher training, role plays and SOP updates.
- Support onboarding and mentoring new Property Executives.
- Oversee Research Property Executives to ensure timely delivery of accurate call-ready leads.
- Ensure Salesforce is maintained as the book of record.
- Coordinate with Real Estate Advisors to improve conversion and feedback loops.
- Drive continuous process improvement and compliance.
Requirements
Required Qualifications & Experience
- Higher Diploma or bachelor's degree in business administration, sales, marketing, communications, real estate, information management or a related discipline.
- Minimum 3 years' experience in tele sales /contact Centre operations.
- At least 1 year in a supervisory, coaching or team lead capacity.
- Salesforce/CRM experience.
Skills and Competencies
Leadership, coaching, performance management, communication, analytical skills, training facilitation, conflict resolution, CRM proficiency, Microsoft Office, planning and organization.
Tools & Systems Used
Telephony platform, Salesforce CRM, Microsoft Office Suite, Microsoft Teams, WhatsApp Business (company devices), Exception Recording Tracker, Exotel - Ameyo telephony platform.
Working Conditions & Compliance
Office-based at Tatu City. Standard shift currently 8:00 AM–5:00 PM, subject to business requirements. Role is subject to the RenCenter Property Executives Code of Conduct and all applicable operational, data privacy and information security requirements.