This position is responsible for owning and managing the day-to-day operations of the Telesales channel for Personal Finance (PF), across both inbound and outbound streams. The Telesales Operations Supervisor ensures the channel consistently delivers against SLAs, maintains healthy acquisition costs, and drives sales conversion rates. The role has full ownership of operations, procedures, BPO management, CAC, and sales conversion rate performance.
Key Responsibilities
Own the end-to-end telesales operations: ensure BPO partners deliver against agreed SLAs, monitor and control CAC and incremental CAC, and plan, deploy, and iterate on campaigns according to business needs and priorities.
Own and manage the tooling stack used by the telesales team, ensuring tools are properly configured, maintained, and leveraged to maximize operational efficiency.
Define and enforce operational best practices across the telesales channel, ensuring quality, consistency, and compliance in all customer interactions.
Collaborate with Marketing, Product, and Product Marketing teams to surface insights from customer conversations and translate them into improvements to customer-facing aspects of the product.
Partner with the Analytics team to establish measurement frameworks, track channel KPIs, and report on performance with accuracy and rigor.
Qualifications
Bachelor's degree in Marketing, Business, or a related field — or equivalent practical experience in a similar role.
Strong understanding of D2C sales operations, including inbound and outbound channel dynamics.
Proven experience managing BPO partners and coordinating across cross-functional stakeholders.
Excellent project management and communication skills, with the ability to operate effectively across functions and levels of seniority.
Intermediate to advanced SQL skills.
Hands-on experience working within or alongside sales channels.
Experience designing and interpreting A/B tests.
Nice to Have
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Catered lunches
Skills Required
- Bachelor's degree in Marketing, Business, or a related field
- Strong understanding of D2C sales operations
- Proven experience managing BPO partners
- Excellent project management and communication skills
- Intermediate to advanced SQL skills
- Hands-on experience working within or alongside sales channels
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
