Call Center Sales Manager

The Head of Call Center (HOCC) – Sales Coaching & Operations is a hands-on operational sales leader responsible for managing the call center team, maintaining the sales rhythm, and ensuring the quality of every order. This role is based in Karachi, Pakistan, within an international dietary supplements company operating on a Cash on Delivery (COD) sales model. The call center engages customers who have already expressed interest in the products, with payment collected upon delivery. The position reports operationally to the Country CEO and follows standards and controls set by the headquarters’ Sales Operations team. The work schedule is Monday to Friday, 10:00 am to 7:00 pm, with alternate Saturdays on, and the role requires onsite presence.

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 call reviews.
- Implement and oversee business processes established by headquarters, including rolling out new initiatives.
- Monitor and control sales quality, enforcing zero tolerance for fake statuses and ensuring all order confirmations follow genuine conversations.
- Identify and escalate anomalies in CRM and telephony systems, such as drops in call volume, spikes in rejections, or same-day returns.

Required Qualifications

- Minimum of 7 years’ experience managing a call center sales team at a supervisory level or higher (e.g., Team Lead, Supervisor, Operations Manager, Head of Call Center).
- Proven personal phone-selling skills along with demonstrated experience in training and coaching sales agents.
- Strong track record in maintaining team discipline and integrity, including conducting anti-fraud checks and enforcing zero tolerance for fake statuses.
- Comfortable working with CRM systems and basic sales metrics such as approval rate, conversion, and productivity, or the ability to learn quickly.
- Willingness to operate within a framework where headquarters sets standards and controls, and the local team executes accordingly.
- Proficiency in Urdu for team and customer communication, and working knowledge of English for interaction 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 a call center team from the ground up.
- Competitive compensation aligned with the local market, with a budget up to USD 500 per month, negotiable for strong candidates.
- Structured probation period of three months to ensure mutual fit.

Additional Information

Candidates should have a stable employment history without frequent unexplained job changes and must be comfortable with CRM usage and reporting. Those who have only managed customer support or inbound service teams without sales leadership experience, or who undervalue discipline and quality control, are not suitable for this role.

This position offers an opportunity to lead a dynamic sales team within a reputable international dietary supplements company, contributing directly to business growth and operational excellence in a fast-paced environment.