Call Center Sales Performance Supervisor
About The Position
At Amen Clinics Inc./Mindworks Innovations Inc., our vision is to be the best brain and mental health company in the world. We are an Employee Stock Ownership Plan (ESOP) company, meaning every employee is an owner, sharing in the success and growth of the organization. This role is responsible for the performance, productivity, and revenue outcomes of an assigned team. The Call Center Sales Performance Supervisor drives consistent achievement of defined performance standards through data-driven leadership, consultative sales expertise, and structured performance management. This role actively monitors performance trends, identifies risks and opportunities, and implements targeted coaching, operational improvements, and corrective actions to optimize results. The position requires deep expertise in consultative sales methodology, strong analytical decision-making, and the ability to build and sustain a high-performance sales culture grounded in measurable outcomes. Supervisors are accountable for both strong and underperforming outcomes within their team.
Requirements
- Proven experience managing performance through KPI dashboards and structured coaching frameworks.
- Demonstrated success improving team conversion metrics in a call center or sales environment.
- Ability to interpret performance data and translate insights into targeted, actionable interventions.
- Comfortable making performance-based personnel decisions when warranted.
- Outcome-driven leadership mindset.
- Deep understanding of consultative sales methodology.
- Data-driven performance management.
- Strong analytical judgment and decisive leadership.
- Coaching effectiveness measured by KPI improvement.
- Commitment to building a high-performance, accountability-based sales culture.
Responsibilities
- Own the performance metrics of the assigned team, including Close Rate, Revenue per representative, Call-to-appointment conversion, Lead response time, Show rate, Cancellation rate, Quality assurance scores, and Schedule adherence and productivity metrics.
- Maintain daily visibility into individual and team performance dashboards.
- Conduct structured weekly performance reviews with each team member to evaluate trends, gaps, and improvement opportunities.
- Analyze performance data to diagnose root causes, including skill gaps, behavioral patterns, process adherence issues, and operational or workflow barriers.
- Implement targeted performance improvement plans and structured coaching interventions when performance falls below standards.
- Evaluate the effectiveness of interventions using measurable KPI improvement.
- Provide leadership with clear performance analysis, root cause identification, and recommended action plans.
- Make recommendations regarding continued coaching, performance improvement plans, or role reassessment based on sustained performance trends.
- Deliver targeted coaching based on KPI trends and call monitoring, in partnership with the Sales Trainer.
- Monitor call recordings and CRM documentation to ensure adherence to script, consultative sales process, and compliance standards.
- Reinforce skill development where measurable performance gaps exist.
- Track coaching effectiveness through measurable improvement in KPIs, including conversion, opportunity creation, and revenue outcomes.
- Ensure consistent execution of consultative sales methodology, including relationship building, needs discovery, value articulation, objection navigation, and gaining agreement.
- Hold team members accountable for applying coaching feedback in live call execution.
- Ensure team adherence to schedule, call handling standards, and system usage requirements.
- Monitor workflow efficiency and remove operational barriers that impact performance.
- Maintain consistent documentation of performance discussions, coaching interventions, and corrective actions.
- Support implementation of process improvements that measurably increase opportunity creation, scheduling conversion, show rates, and revenue outcomes.
- Reinforce disciplined follow-up practices and pipeline management behaviors to prevent revenue leakage.
- Hire candidates who demonstrate strong sales performance orientation, accountability, and coachability.
- Evaluate team members based on sustained performance trends rather than short-term fluctuations.
- Make recommendations regarding performance improvement plans, advancement opportunities, or role reassessment based on objective data and documented performance patterns.
- Contribute to building and maintaining a high-performance sales culture grounded in measurable results.
- Contribute to departmental revenue growth initiatives.
- Identify trends in lead quality, objection patterns, or conversion barriers and present data-backed recommendations to leadership.
- Support cross-functional initiatives that improve booking performance and customer experience.
Benefits
- Employee Stock Ownership Plan (ESOP)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
