Head of Call Center | Karachi Onsite | PKR Salary

We are seeking an experienced operational sales leader to take charge of our call center team, ensuring a smooth sales rhythm and maintaining the highest quality for every order. This role is with an international dietary supplements company operating on a Cash on Delivery (COD) sales model, where customers pay upon delivery. The call center primarily engages with customers who have already expressed interest in the products. The position is based in Karachi, Pakistan, and requires office-based work from Monday to Friday, 10:00 am to 7:00 pm. The Head of Call Center will report operationally to the Country CEO while adhering to standards and controls established by the company’s global Sales Operations headquarters.

Key Responsibilities
- Maintain a consistent daily sales rhythm by ensuring rapid first contact with every lead, addressing customer needs, and successfully closing orders.
- Manage the call center team, including hiring, training, scheduling, enforcing discipline, conducting one-on-one coaching sessions, and performing regular call reviews.
- Implement and oversee business processes as defined by headquarters, including rolling out new initiatives and ensuring compliance.
- Monitor sales quality rigorously, enforcing zero tolerance for fake statuses or confirmations made without genuine customer conversations.
- Identify and escalate anomalies within CRM and telephony systems, such as sudden drops in call volume, spikes in rejections, or same-day returns, to maintain operational integrity.

Required Qualifications
- Proven experience managing a call center sales team at a supervisory level or higher (e.g., Team Lead, Supervisor, Operations Manager, Head of Call Center).
- Strong personal phone-selling skills with a track record of effectively training and coaching sales agents.
- Demonstrated ability to enforce discipline and maintain team integrity, including conducting anti-fraud checks and ensuring zero tolerance for falsified sales data.
- Comfortable working with CRM systems and understanding basic sales metrics such as approval rates, conversion rates, and productivity, or the ability to learn these quickly.
- Willingness to operate within a framework where headquarters sets standards and controls, and the local team executes accordingly.
- Fluency in Urdu for team and customer communication, along with working proficiency in English for coordination with headquarters.

Preferred Qualifications and Benefits
- Experience with COD sales processes, including handling buyouts, returns, and cancellations.
- Background in e-commerce, health, wellness, or FMCG telesales environments.
- Experience in building or scaling call center teams from the ground up.
- The role offers a probation period of three months. Compensation will be competitive within the local market, with a budget of up to USD 500 per month, negotiable for exceptional candidates.
- The working schedule includes Monday to Friday with alternate Saturdays, operating onsite during morning shifts.

Additional Considerations
Candidates who have only managed customer support or inbound service teams without sales leadership experience will not be considered. Applicants must be able to provide concrete performance data from previous roles, such as team size, conversion rates, and targets achieved. A strong commitment to discipline and quality control is essential; those who view these as unnecessary or counterproductive should not apply. Avoidance of CRM usage or reporting responsibilities, as well as frequent unexplained job changes, will also disqualify candidates.

This is a confidential search for a key leadership role within an international dietary supplements company. Please note that the company name should not be disclosed in any job postings or candidate communications without prior approval from HR headquarters.