Job Title: Account Supervisor – Direct Sales (Similar to Team Leader)
Location: Mumbai
Department: Sales / Business Operations
Reporting To: Operations Manager
Role Overview
The Account Supervisor – Direct Sales is responsible for leading a team of sales SPs to achieve revenue targets, maintain high conversion efficiency, and ensure process adherence. This role requires strong people management, performance tracking, and on-ground problem-solving capabilities to drive consistent business outcomes.
Key Responsibilities
1. Team Management & Performance Delivery
- Manage and lead a team of direct sales SPs to achieve daily, weekly, and monthly targets
- Drive key KPIs such as revenue, conversion rate, productivity (dials/connects), and quality
- Monitor real-time performance and take corrective actions to bridge gaps
2. Coaching & Development
- Conduct regular coaching sessions, mock calls, and feedback discussions
- Identify performance gaps and implement structured improvement plans (PIPs where required)
- Support new joiners during OJT and ensure smooth ramp-up
3. Process Adherence & Quality Control
- Ensure strict adherence to SOPs, sales scripts, and compliance guidelines
- Maintain high quality standards in customer interactions and conversions
- Partner with QA teams to improve audit scores and reduce errors
4. Escalation Handling & Problem Solving
- Act as the first point of contact for team escalations and customer concerns
- Provide real-time support to SPs during challenging sales situations
- Coordinate with cross-functional teams for quick resolution of issues
5. Team Engagement & Motivation
- Drive team motivation through daily huddles, contests, and recognition programs
- Foster a high-performance and positive team culture
- Ensure low attrition and high engagement within the team
6. Reporting & Stakeholder Management
- Track and report daily performance metrics and insights to management
- Share actionable insights on lead quality, conversion trends, and process improvements
- Collaborate with internal stakeholders to enhance sales effectiveness
Key Performance Indicators (KPIs)
- Revenue achievement vs target
- Conversion rate (Lead → Sale)
- Team productivity (Attempts, Connects, Talk Time)
- Quality scores and compliance adherence
- Attrition and team engagement levels
Required Skills & Qualifications
- Graduate in any discipline (preferred)
- 2–5 years of experience in direct sales/contact center sales, with at least 1 year in a team handling role
- Strong leadership, coaching, and interpersonal skills
- Data-driven mindset with the ability to analyze performance metrics
- Excellent communication and problem-solving abilities
Preferred Experience
- Experience in EdTech / Inside Sales / High-volume sales environments
- Exposure to dialer-based sales processes and CRM tools
What Success Looks Like in This Role
- Consistent achievement of team revenue targets
- High-performing, well-engaged team with low attrition
- Strong process adherence and quality benchmarks
- Continuous improvement in conversion and productivity metrics
