Telesales and Client Retention Supervisor

Reports To: Sales Manager / Head of Retention

Position Overview

We are looking for a results-driven Telesales & Client Retention Supervisor to lead our outbound calling and customer retention team. This role is critical in managing a performance-focused telesales department that drives revenue through customer acquisition, reactivation, and retention.

As a key player in our sales operations, you will be responsible for supervising telesales representatives, creating call scripts and campaign strategies, improving win-back rates, and implementing customer lifecycle retention initiatives. You will also track KPIs, conduct regular training, and coordinate closely with marketing and CRM teams to ensure unified messaging and conversion efforts.

This is a full-time, on-site position based in the Philippines office. Remote work is not available for this role.

• Supervise daily operations of outbound telesales and retention teams.
• Ensure timely and effective execution of sales campaigns targeting new, inactive, or churn-risk customers.
• Monitor call quality, lead handling, sales closures, and follow-up compliance.

• Achieve monthly targets for conversion rate, sales volume, and customer retention.
• Analyze individual and team KPIs (calls per day, contact rate, win-back %, revenue per agent) and lead weekly performance reviews.
• Develop incentive plans and productivity strategies to boost output and morale.

• Design and implement customer reactivation strategies (e.g., special offers, loyalty programs).
• Handle escalated retention cases, understand customer pain points, and implement proactive engagement strategies.
• Collaborate with CRM and marketing to deploy lifecycle messaging, retention journeys, and personalization campaigns.

• Coach and train telesales agents to improve product knowledge, objection handling, and closing skills.
• Conduct call calibration sessions and ongoing skill assessments.
• Oversee onboarding of new hires and help build a high-performance sales culture.

• Create detailed sales and retention reports for leadership; provide actionable insights.
• Recommend process improvements and tech/tool enhancements to increase sales efficiency.
• Stay updated on industry benchmarks and competitive strategies.

• Minimum 3 years of supervisory experience in telesales, retention, or outbound sales campaigns (preferably in a BPO or CRM-driven company).
• Proven ability to lead quota-driven teams and deliver results in a high-volume calling environment.
• Strong understanding of customer lifecycles, churn mitigation, and sales funnels.
• Excellent communication, leadership, and motivational skills.
• Proficient in using dialer systems (e.g., VICIdial, RingCentral), CRM tools (e.g., Salesforce, HubSpot), and Excel/Google Sheets.
• Comfortable working with scripts, pitch decks, and customer segmentation strategies.
• Fluent in English (spoken and written); other regional languages are a plus.