Call Center Sales Manager

NJINSKY Medical Centre, a prominent IVF, fertility, aesthetics, and wellness facility located in DHA Phase 6 (Raya), Lahore, is seeking a proactive Call Center Sales Manager. This role involves leading the Patient Support and Sales team to efficiently convert patient inquiries into confirmed consultations. The position is full-time, based on-site with working hours from 10:00 AM to 6:00 PM, Monday through Saturday, with Sundays off. The current team consists of over eight call center agents, with plans for expansion, and the successful candidate will be expected to join immediately.

Key Responsibilities

Lead, coach, and motivate a team of call center agents managing outbound and digital campaigns across various specialties such as IVF, Eye care, Autism, Arthritis, Sexual Wellness, Hair treatments, and Plastic Surgery. Manage incoming leads from Meta campaigns and organic sources by assigning them to agents and ensuring timely follow-up. Monitor the entire sales pipeline, including dialed calls, connections, bookings, unqualified leads, and follow-ups, ensuring all calls are accurately logged in the CRM system.

Conduct call monitoring sessions to provide feedback and organize regular training focused on scripts, objection handling, and closing techniques. Oversee the onboarding and training of new agents to maintain team effectiveness. Prepare detailed daily, weekly, and monthly reports on campaign performance for senior management review. Calculate agent incentives and commissions, while maintaining attendance and payroll records.

Manage the CRM system and collaborate with the support team to resolve any technical issues. Work closely with the digital marketing team to assess lead quality and campaign effectiveness. Coordinate with doctors, reception, accounts, and administrative staff regarding doctor availability, patient bookings, and team requirements. Implement strategies to reduce no-shows and payment drop-offs by enhancing follow-up processes and standard operating procedures.

Required Qualifications

A minimum of 2 to 4 years of experience in call center or inside sales roles, including at least 1 to 2 years in a leadership position. Experience in healthcare, clinic, or patient-facing sales is highly desirable. Proficiency in both spoken and written Urdu and English is essential. Strong understanding of sales funnels, key performance indicators (KPIs), and conversion metrics. Competence in MS Excel or Google Sheets, reporting tools, and CRM systems. Demonstrated ability to coach and improve team performance through call reviews and targeted training. Highly organized, able to remain calm under pressure, and capable of multitasking effectively. A bachelor’s degree in Business, Marketing, Mass Communication, or a related field is preferred.

Preferred Qualifications and Benefits

The role offers a competitive salary complemented by performance-based incentives and commissions. Employees enjoy monthly team lunches when sales targets are met, along with one additional day off per month available for urgent needs. Fixed working hours and Sundays off provide a balanced work schedule. NJINSKY Medical Centre fosters a professional healthcare environment supported by a dedicated management team, offering opportunities for career growth within the organization.

This is an excellent opportunity for a motivated sales leader to contribute to a reputable healthcare center while advancing their career in a dynamic and supportive setting.