The SDR (Sales Development Representative) Supervisor is fully accountable for the performance, growth, and end-to-end management of the team under their leadership. This role connects daily operations with the department’s strategic objectives, driving results through people management, KPI tracking, and execution excellence.
Key Responsibilities
Team Management & Full Accountability
100% ownership of the assigned SDR team; all headcount reports directly to you.
Ensure achievement of individual and team KPIs.
Coordinate and supervise daily operational activities.
Team Development & Performance
Create and implement Performance Improvement Plans (PIPs).
Conduct weekly or bi‑weekly 1:1 coaching sessions.
Identify high performers and develop future Team Leaders.
Quality, Training & Continuous Improvement
Act as the main daily QA reference, ensuring call/IA quality, process adherence, and commercial standards.
Execute shadowing sessions, role plays, and ongoing training.
Detect operational gaps and develop corrective action plans.
Reporting & Results Management
Prepare and present daily, weekly, and monthly reports with detailed analysis on: IAs, PCA, Productivity, Attendance, and SDR-level performance comparisons.
Build strategies to improve results and escalate blockers when necessary.
Requirements & Core Competencies
Education: BA/BSc/HND qualification is required.
Leadership: Strong leadership, accountability, and sound decision-making.
Analytical Skills: Strong analytical skills with deep KPI and performance diagnosis.
Communication: Clear, structured, and coaching-oriented communication.
Organization: Strong organization and ability to manage large teams.
Resilience: Ability to work under pressure and handle multiple priorities.
