Senior Call Center Manager

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

Key Responsibilities

- Maintain a consistent daily sales rhythm by ensuring fast first contact with every lead, addressing customer needs, and closing orders efficiently.
- 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, while rolling out new initiatives locally.
- Ensure sales quality by enforcing zero tolerance for fake statuses and confirming that all confirmations follow genuine conversations.
- Monitor CRM and telephony systems to detect and escalate anomalies such as drops in call volume, spikes in rejections, or same-day returns.

Required Qualifications

- Minimum of 7 years of experience managing a call center sales team at a Team Lead level or higher (e.g., Supervisor, Operations Manager, Head of Call Center).
- Proven personal phone-selling skills with a strong track record of training and coaching sales agents.
- Experience in maintaining team discipline and integrity, including conducting anti-fraud checks and enforcing zero tolerance for fake statuses.
- 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.

Preferred Qualifications and Benefits

- Experience in COD sales, including managing buyouts, returns, and cancellations.
- Background in e-commerce, health, wellness, or FMCG telesales is advantageous.
- Experience in building or scaling a call center team from the ground up.
- Competitive compensation is offered, with a budget of up to USD 500 per month, negotiable for strong candidates.
- The role requires fluency in Urdu for team and customer interactions and working proficiency in English for communication with Headquarters.

Additional Information

Candidates who have only managed customer support or inbound service teams without sales leadership experience should not apply. Applicants must be able to provide concrete metrics from previous roles, such as team size, conversion rates, and targets achieved. A disregard for discipline, quality control, or CRM reporting, as well as frequent unexplained job changes, will disqualify candidates.

This is a confidential search, and the company name should not be disclosed before approval from HR Headquarters. The position offers an onsite working mode with a morning shift and a probation period of three months.

This opportunity is ideal for a seasoned call center sales leader seeking to contribute to an international dietary supplements company by driving sales excellence and operational discipline.