Call Center Sales Performance Supervisor

Job Description

Job Description

Join the Leader in Brain and Mental Health

At Amen Clinics Inc./Mindworks Innovations Inc. our vision is bold: to be known as the best brain and mental health company in the world. Every member of our team plays a vital role in making that vision a reality—delivering exceptional care, advancing innovation, and changing lives every day.

At Amen Clinics, Inc/Mindworks Innovations Inc. we’re proud to be an Employee Stock Ownership Plan (ESOP) company. That means every employee is also an owner—sharing in the success and growth of the organization. As part of our team, you won’t just be contributing to our mission—you’ll be building long-term value for yourself and your future. Ownership isn’t just a benefit here; it’s a mindset we bring to everything we do.

Job Description and Purpose

The Call Center Sales Performance Supervisor is responsible for the performance, productivity, and revenue outcomes of their assigned team. This role owns team-level KPIs and drives consistent achievement of defined performance standards through data-driven leadership, consultative sales expertise, and structured performance management.

The Supervisor actively monitors performance trends, identifies risks and opportunities early, and implements targeted coaching, operational improvements, and corrective actions to optimize results. This position requires deep expertise in consultative sales methodology, strong analytical decision-making, and the ability to build and sustain a high-performance sales culture grounded in measurable outcomes. Supervisors are accountable for both strong and underperforming outcomes within their team.

Essential Duties and Responsibilities

1. Performance Ownership & KPI Accountability

• Own the performance metrics of the assigned team, including but not limited to:

• Close Rate (opportunities that convert to scheduled evaluations or services)
• Revenue per representative
• Call-to-appointment conversion
  • Lead response time
  • Show rate
  • Cancellation rate
  • Quality assurance scores
  • Schedule adherence and productivity metrics

• Maintain daily visibility into individual and team performance dashboards.
• Conduct structured weekly performance reviews with each team member to evaluate trends, gaps, and improvement opportunities.

• Analyze performance data to diagnose root causes, including:
  • Skill gaps (sales technique, probing, objection handling)
  • Behavioral patterns (follow-up discipline, accountability, engagement)
  • Process adherence issues
  • Operational or workflow barriers

• Implement targeted performance improvement plans and structured coaching interventions when performance falls below standards.
• Evaluate effectiveness of interventions using measurable KPI improvement.
• Provide leadership with clear performance analysis, root cause identification, and recommended action plans.
• Make recommendations regarding continued coaching, performance improvement plans, or role reassessment based on sustained performance trends.

2. Coaching & Skill Development

• While retaining primary responsibility for team outcomes, partner with the Sales Trainer to:
  • Deliver targeted coaching based on KPI trends and call monitoring.
  • Monitor call recordings and CRM documentation to ensure adherence to script, consultative sales process, and compliance standards.
  • Reinforce skill development where measurable performance gaps exist.
  • Track coaching effectiveness through measurable improvement in KPIs, including conversion, opportunity creation, and revenue outcomes.
• Ensure consistent execution of consultative sales methodology, including relationship building, needs discovery, value articulation, objection navigation, and gaining agreement.
• Hold team members accountable for applying coaching feedback in live call execution.

3. Operational Discipline

• Ensure team adherence to schedule, call handling standards, and system usage requirements.
• Monitor workflow efficiency and remove operational barriers that impact performance.
• Maintain consistent documentation of performance discussions, coaching interventions, and corrective actions.
• Support implementation of process improvements that measurably increase opportunity creation, scheduling conversion, show rates, and revenue outcomes.
• Reinforce disciplined follow-up practices and pipeline management behaviors to prevent revenue leakage.

4. Recruitment & Talent Decisions

• Hire candidates who demonstrate strong sales performance orientation, accountability, and coachability.
• Evaluate team members based on sustained performance trends rather than short-term fluctuations.
• Make recommendations regarding performance improvement plans, advancement opportunities, or role reassessment based on objective data and documented performance patterns.
• Contribute to building and maintaining a high-performance sales culture grounded in measurable results.

5. Strategic Contribution

• Outcome-driven leadership mindset
• Deep understanding of consultative sales methodology
• Data-driven performance management
• Strong analytical judgment and decisive leadership
• Coaching effectiveness measured by KPI improvement
• Commitment to building a high-performance, accountability-based sales culture
• Contribute to departmental revenue growth initiatives.
• Identify trends in lead quality, objection patterns, or conversion barriers and present data-backed recommendations to leadership.
• Support cross-functional initiatives that improve booking performance and customer experience.

Qualifications

• Proven experience managing performance through KPI dashboards and structured coaching frameworks.
• Demonstrated success improving team conversion metrics in a call center or sales environment.
• Ability to interpret performance data and translate insights into targeted, actionable interventions.
• Comfortable making performance-based personnel decisions when warranted.

Cultural Expectation

The Supervisor’s primary responsibility is to build a high-performing team grounded in measurable outcomes. Engagement initiatives and morale-building efforts support performance but do not replace accountability.

Why Join Us?

At Amen Clinics, we are changing the way mental health care is delivered. Our work impacts patients and families across the country and our care center is often their first experience with our brand.

As an ESOP organization, every employee shares in the success of the company. When we grow, you grow.

We are looking for leaders who want more than a supervisory title. This role requires someone who values data, accountability, and measurable impact and who is energized by building strong teams that deliver real results.

If you are driven by performance, inspired by purpose, and ready to lead with clarity and conviction, we want to meet you.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Frequent sitting for extended periods of time
• Frequent typing and viewing of the computer screen.
• Frequent use of hands and fingers with machines, such as computers, copiers, fax machines, scanners, and telephone
• Frequent hearing, listening, and speaking by telephone and in person.
• Occasionally required to stand, walk, reach with hands and arms, stoop, or bend

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work indoors in a temperature-controlled environment.
• The noise level is usually moderate.