Role Description The SDR Supervisor is directly responsible for the performance, growth, and end-to-end management of the team under their leadership. This role requires a strong focus on people management, metric tracking, team development, and the creation of strategies to maximize results. The Supervisor serves as the main link between daily operations and the department’s strategic objectives. Key Responsibilities

1. Team Management and Full Accountability • 100% ownership of the assigned team; all headcount reports directly under their leadership • Ensure achievement of individual and team KPIs • Coordinate and supervise daily operational activities
2. Team Development and Performance • Create and implement PIPs (Performance Improvement Plans) for underperforming SDRs • Conduct weekly or biweekly 1:1 meetings with each agent to: o Review performance o Provide coaching o Identify improvement opportunities • Identify internal talent and develop future Team Leaders
3. Quality, Training, and Continuous Improvement • Act as the main daily QA reference, ensuring: o Call/IA quality o Process adherence o Commercial standards • Execute shadowing sessions, role plays, and ongoing training • Detect operational errors or inconsistencies and develop corrective action plans
4. Reporting, Organization, and Results Management • Prepare and present daily, weekly, and monthly reports including: o IAs o PCA o Productivity o Attendance o SDR-level comparisons • Build strategies to improve results and escalate blockers Core Competencies • Strong leadership, accountability, and decision-making skills • Strong analytical mindset focused on KPIs and performance diagnosis • Clear and structured communication with a coaching-oriented approach • Organization, planning, and management of large teams • Ability to work under pressure and manage multiple priorities

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