Bilingual Sales Supervisor Contact Center

Join Our Team as a Bilingual Supervisor
Apex is looking for a Bilingual Supervisor with sales experience to join our team in Lima, Peru.

What?s your mission?
To lead and manage a team of Agents, ensuring their performance, productivity, and operational efficiency, with a strong focus on sales. You will be responsible for ensuring compliance with company and client standards, promoting a culture of excellence, delivering exceptional customer service, and optimizing operational processes. You will also maintain team motivation, foster development, and create effective strategies to achieve objectives and drive results.

Main responsibilities:

Lead and manage the team in daily activities, ensuring the achievement of daily, weekly, and monthly targets and metrics.

Supervise team performance by setting objectives, providing coaching, mentoring, and feedback to improve results.

Monitor and evaluate KPIs, quality standards, and SLAs, delivering feedback and conducting performance evaluations.

Handle escalated calls and ensure agents are equipped to manage complex customer interactions.

Support in resolving customer issues, ensuring timely responses and customer satisfaction.

Prepare performance reports, identifying opportunities for recognition and development.

Collaborate with other supervisors and Performance Managers to analyze issues, implement improvements, and enhance team performance.

Identify process improvement opportunities to drive operational efficiency and achieve productivity goals.

Drive sales strategies, ensuring the team adopts and applies these strategies to maximize and accelerate goal achievement.

What are we looking for?

Previous experience supervising or managing teams in a call center or similar environment (minimum 2 years ? required).

Technical or higher education in administration, communication, people management, or related fields.

Proven knowledge and experience in sales (mandatory requirement).

Advanced English level (B2/C1 required).

Proficiency in G Suite or Microsoft Office, including advanced spreadsheet skills.

Experience with CRM systems and call center technologies.

Strong understanding of performance metrics (KPIs), quality standards, and SLAs.

Conditions:

Availability to work rotating shifts.

Willingness to work on-site at our Lima office (near Plaza San Martín).

If you meet the requirements and want to be part of a growing team, apply now!