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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: Outbound Lead Generation Representative
Work Location: Remote (Applicable to candidates located in Alabama (AL), Georgia (GA), Indiana (IN), Iowa (IA), Kentucky (KY), Louisiana (LA), Mississippi (MS), North Carolina (NC), South Carolina (SC), Tennessee (TN), Texas (TX), West Virginia (WV))
Experience:  Minimum of 6 months of experience in customer service, call centre, or sales preferred
Education Qualification: High School Diploma or GED

Roles and Responsibilities:

• In this role, you’ll connect with existing military customers and their families on behalf of one of the nation’s largest insurance providers. Your primary responsibility will be to generate qualified leads and smoothly transfer calls to licensed Insurance Agents, ensuring a seamless experience for the customer.
• Make outbound calls to existing military customers and their families on behalf of one of the nation’s largest insurance providers
• Engage customers in professional, courteous conversations to build trust and interest
• Identify and qualify potential leads based on customer needs and eligibility.
• Seamlessly transfer qualified calls to licensed Insurance Agents for further assistance
• Maintain accurate records of calls, leads, and outcomes in the CRM system
• Meet or exceed daily and weekly performance targets for call volume and lead generation
• Provide feedback to the team on customer trends and opportunities for improvement

Required Skills & Desired Skills

• Private and secure workspace at home free from background noise or distractions
• Strong communication skills with the ability to engage diverse customers clearly and professionally
• Ability to listen actively, handle objections, and build rapport quickly
• Comfortable working with call scripts while adapting to customer needs
• Basic computer skills and familiarity with CRM or call management systems
• Goal oriented, self motivated, and able to work independently in a remote environment
• Respectful and empathetic approach when working with military families
• Prior work-from-home call center experience is a plus!
• Must complete a self-administered tech validation tool through Thinscale
• Must strictly adhere to assigned work schedules and have no scheduling conflicts within the next 30 days
• Must be able to pass the background check and Drug Screen

Job title: Inbound Sales and Service Associate
Location: UltraLag, Lagunilla, Heredia or Terracampus, Tres Rios
Experience: +1 year of experience in a call center environment.
Education Qualification: High School Diploma
No of openings: 100

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.

You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• +1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product

Job title: Outbound Sales Representative
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, Sales experience.
Education Qualification: Any Diploma
No of positions: 20

Summary:

• Business Growth Specialists (BGs) are quota-carrying sales professionals responsible for driving product adoption and growth across a portfolio of SMB merchants.
• This is a high-volume, outbound phone sales role. Growth Specialists spend the majority of their time proactively calling merchants, generating opportunities, and closing store-level adoption across Ads, Promos & Loyalty, and Menu Photos.
• Success in this role requires comfort operating in a fast-paced, metrics-driven environment, the ability to manage heavy outbound activity, and the confidence to engage busy merchant decision-makers in high-quality sales conversations.

Roles and Responsibilities:

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:

• Proficient speaking English to US based customers.
• 2+ years of experience in inside sales or field sales—especially phone-heavy environments with weekly quotas.
• Strong communication skills and comfort selling to busy decision-makers.
• Ability to manage a large outbound volume while maintaining high-quality conversations.
• Data-driven mindset with a willingness to learn, iterate, and adopt new playbooks.
• High resilience, adaptability, and bias toward action in a fast-moving environment.
• Experience using Salesforce or similar CRM platforms
• Proficiency in Google Sheets or Microsoft Excel

Desired Skills:

• Previous experience in Delivery Apps Support.
• Salesforce knowledge.
• Experience selling multi-product or solution-based offerings
• Comfort working in fast-paced, performance-driven environments
• Strong objection handling and closing skills
• Experience using outbound sales tools (e.g., Dialpad, Outreach)
• High school diploma or equivalent