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Job title: Sales Coach
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, Sales experience
Education Qualification: Any Diploma

Summary:

• The Sales Coach is responsible for driving sales performance improvement across multiple DoorDash programs through live coaching, floor support, QA reinforcement, role-play facilitation, and operational accountability.
• This role partners closely with Operations Managers, Team Leads, QA, and Training teams to improve conversion behaviors, strengthen execution consistency, and reinforce consultative selling techniques in high-volume outbound sales environments.
• The Sales Coach must be highly operational, data-driven, and capable of identifying behavioral gaps impacting business performance across programs such as:
• Ads & Promotions
• Outbound Sales
• Implementation Associates
• Account Management (AM)
• Retention & Activation workstreams

The ideal candidate is energetic, highly organized, coaching-oriented, and comfortable operating in fast-paced KPI-driven environments with aggressive performance targets.

Roles and Responsibilities:

Sales Coaching & Floor Support

• Conduct daily side-by-side coaching sessions and live call inspections.
• Deliver real-time coaching focused on:  first 30 seconds,  discovery quality,  objection handling,  same-call close,  call control,  and merchant engagement.
• Reinforce consultative selling and value-based pitching techniques.
• Facilitate floor walks and provide immediate behavioral feedback to agents.

Training & Development

• Conduct:  role plays,  calibration sessions,  huddles,  workshops,  and refresher trainings.
• Build scenario-based coaching aligned to: Ads, Promotions,  Supply Chain,  Retention,  Activations,  and Account Management.
• Support onboarding and nesting for new hires.
• Track coaching effectiveness based on performance movement, not attendance.

QA & Performance Alignment

• Partner with QA teams to identify recurring behavioral gaps.
• Reinforce QA expectations tied directly to conversion outcomes.
• Support calibration sessions between QA, Operations, and Training.
• Ensure coaching plans align with business metrics and client expectations.

Operational Excellence

• Analyze:  conversion trends,  DM connect rates,  activation progression,  pipeline aging, QA trends, and productivity metrics.
• Identify performance blockers and escalate operational risks. Participate in daily standups, WBR preparation, and recovery planning.
• Support leadership with performance recovery initiatives.

Performance Accountability

• Maintain coaching trackers and action plans.
• Monitor progress of low performers and PIP employees.
• Reinforce execution discipline and operational consistency across the floor.
• Replicate top performer behaviours and best practices.

High-Volume Outbound Sales

• Execute heavy outbound phone outreach daily to drive store closed-won performance
• Manage a large call volume while maintaining high-quality, consultative conversations
• Own weekly quotas across multiple growth products
• Prospect and find decision makers when contact information is unavailable
• Effectively build and manage a pipeline of opportunity including a strong follow up cadence

Product Adoption & Revenue Growth

• Drive adoption across Ads, Promos & Loyalty, Menu Photos
• Identify opportunities for bundled and multi-product solutions
• Overcome objections and navigate conversations with time-constrained decision-makers
• Close opportunities efficiently in a high-velocity sales cycle
• Operational Excellence
• Accurately track outreach, pipeline, and closed-won activity in Salesforce (or similar CRM)
• Meet or exceed weekly activity and performance expectations such as Dials and Talk Time as well as Closed Won Opportunities
• Leverage tools such as Google Sheets/Excel and outbound dialers (e.g., Dialpad, Outreach) to maximize productivity

Required Skills:

• 2+ years of experience in:  outbound sales,  sales coaching,  QA,  or BPO sales leadership.
• Strong knowledge of:  consultative selling,  objection handling,  pipeline management,  and same-call close strategies.
• Experience in KPI-driven environments.
• Strong communication and presentation skills.
• Ability to coach in real time on the production floor.
• Intermediate to advanced English proficiency (B2+/C1 preferred).
• Strong analytical and operational mindset.

Desired Skills:

Experience supporting Delivery programs or food delivery/eCommerce operations.

Experience with:

• Salesforce, CRM tools, QA platforms, and operational dashboards.
• Experience managing sales recovery plans and performance improvement initiatives. Core Competencies
• Coaching & Development
• Sales Execution
• Operational Discipline
• Leadership Presence
• Accountability Management
• Consultative Selling
• Performance Analysis
• Communication Skills
• Problem Solving

What Success Looks Like

• Strong floor presence
• High coaching visibility
• Faster rep ramp-up
• Improved operational consistency
• Better execution discipline
• Stronger conversion quality
• Positive impact on business KPIs and client satisfaction

Job title: Operations Manager
Work Location: UltraLag, Lagunilla, Heredia
Experience: 3+ years of experience in Sales Operations, BPO Operations, Outbound Sales Management, or related leadership roles.
Education Qualification: Any Diploma

Summary:

• The Sales Operations Manager (OM) will lead and oversee the operational performance of Sales programs, ensuring high productivity, strong sales performance, operational excellence, and client satisfaction. This role is responsible for driving outbound sales strategy execution, pipeline and funnel management, coaching leadership teams, improving conversion metrics, and ensuring teams consistently achieve KPIs and revenue goals.
• The ideal candidate is a highly analytical and results-driven leader with strong experience managing outbound sales environments, developing leaders, driving accountability, and building scalable operational processes in fast-paced BPO or sales organizations.

Roles and Responsibilities:

• Lead and manage outbound sales operations, ensuring achievement of client and business KPIs.
• Oversee Team Leads, Quality Analysts, and Sales teams to drive high performance and accountability.
• Monitor and improve sales funnel performance, pipeline health, conversion rates, and operational efficiency.
• Develop and execute action plans to improve productivity, quality, attendance, and revenue generation.
• Conduct regular business reviews, calibration sessions, and performance analyses with internal stakeholders and clients.
• Drive coaching culture focused on sales effectiveness, objection handling, negotiation, and consultative selling.
• Analyze operational and sales performance data to identify trends, opportunities, and risks.
• Ensure operational excellence through process optimization, SLA compliance, and continuous improvement initiatives.
• Collaborate cross-functionally with TA, Training, QA, Workforce Management, HR, and Client stakeholders.
• Maintain strong client relationship management through transparent communication and operational ownership.
• Lead staffing, forecasting, scheduling, and resource planning initiatives to support business demands.
• Ensure teams adapt quickly to process updates, client expectations, and evolving business needs.
• Present operational performance reports, insights, and action plans to leadership and clients.
• Foster a high-performance culture focused on accountability, engagement, and employee development.

KPIs / Performance Metrics:

• Sales Conversion Rate
• Revenue Achievement
• Pipeline Health & Funnel Performance
• SLA & Productivity Compliance
• Attendance & Attrition Management
• Client Satisfaction Metrics
• QA & Coaching Effectiveness
• Employee Engagement & Retention
• Operational Efficiency Improvements

Required Skills and Competencies:

• English B2+
• Operational Leadership
• Outbound Sales Leadership
• Operational Excellence
• Performance Management
• Accountability & Ownership
• High-Performance Team Management
• Sales & Business Management
• Pipeline & Funnel Management
• Sales Coaching & Development
• Revenue & Conversion Optimization
• Forecasting & Workforce Planning
• Client Relationship Management
• Analytical & Strategic Skills
• Data-Driven Decision Making
• KPI Analysis & Reporting
• Root Cause Analysis
• Process Improvement
• Business Strategy Execution
• Interpersonal & Behavioral Competencies
• Cross-Functional Collaboration
• Adaptability in High-Pace Environments
• Conflict Resolution
• Strong Communication Skills
• Leadership Presence & Influence

Preferred Qualifications:

• Experience managing outbound sales campaigns within BPO environments.
• Experience working with delivery platforms or similar SMB sales programs is highly preferred.
• Advanced Excel and reporting skills; Power BI knowledge is a plus.
• Strong experience managing large-scale operations and multiple stakeholders.
• Proven track record of driving sales growth and operational improvements.
• Experience with CRM platforms such as Salesforce, Outreach, or similar tools.

Job title: Technical Support Engineer – Voice and Email
Work Location: Chennai, Ambit
Experience: 1 Year
Education Qualification: Graduate with a Computer Science background (mandatory) or an Engineering degree or networking certifications preferred

Roles and Responsibilities:

• Support customers with advanced home networking configurations & Resolve complex mesh systems.
• Handle high-value products related customer cases.
• Provide expert-level troubleshooting and guidance, resolve complex networking and performance issues.
• Ensure high-quality documentation and escalation to L2/L3 as required.
• Ensure accurate case documentation and escalation handling.

Required Skills & Desired Skills:

Core Skills & Abilities

• Expert-level understanding of home networking and wireless deployments.
• Ability to diagnose and resolve high-impact customer issues.
• Strong analytical and time management skills.

Soft Skills & Communication

• Immaculate English communication skills (B2 CEFR level).
• Neutral accent with executive-level customer handling.
• Clear, confident, and structured communication style.

Technical Proficiency

• Expert knowledge of Windows, macOS, Android, and iOS.
• Advanced firewall, VPN, and wireless network expertise.
• Ability to design, optimize, and troubleshoot complex home networks.

Sales Skills

• Ability to identify opportunities and sell premium support contracts.

Job title: Technical Support Engineer
Work Location: Chennai, Ambit
Experience: 1 Year
Education Qualification: Graduate with a Computer Science background (mandatory) or an Engineering degree or networking certifications preferred

Roles and Responsibilities:

• Support customers with advanced home networking configurations.
• Assist with mesh, extender, and powerline adapter setups.
• Resolve complex networking and performance issues.
• Confirm product behaviour and implement corrective actions.
• Ensure accurate case documentation and escalation handling.

Required Skills & Desired Skills:

Soft Skills & Communication

• Immaculate English communication skills (B2 CEFR level).
• Neutral accent and professional tone.
• Strong customer empathy and service excellence.

Technical Proficiency

• Advanced knowledge of Windows, macOS, Android, and iOS.
• Strong firewall configuration expertise.
• Hands-on experience with routers, modems, VPNs, and wireless devices.
• Proven troubleshooting ingenuity and network design skills.

Sales Skills

• Ability to upsell and sell support contracts.

Job title: Technical Support Executive – Voice Process
Location: Ambattur, Chennai
Experience: Minimum 1 year in Technical Support Voice.
Education:  Any Bachelor’s degree

Roles and Responsibilities:

• Assisting the USA customers through Inbound calls
• Must have experience into handling international calls.

Required Skills & Desired Skills :

• Excellent Communication Skills both in Verbal and written communication.
• Must be flexible to work in rotational night shift. 
• Should have basic technical knowledge on, Router, modem , Ip Address, and basics of troubleshooting steps.

Perks and Benefits:

• Doorstep cab service for pick-up and drop-off
• 15-day relocation accommodation support
• Provident fund for financial security
• Comprehensive medical insurance