- Workplace
- Onsite
- Type
- Full-time
- Department
- Customer Service
- Closing date
- Today
- Source
- CareersPage
Description
Position: Head of Call Center (HOCC) — Sales Coaching & Operations
About the Role
This is an operational sales leader who owns the team, the sales rhythm and the quality of every order.
We are an international company in the dietary supplements industry. Our call center works with customers who have already shown interest in our products and sells on a Cash on Delivery (COD) model: the customer pays when the order is delivered.
Confidential search. Please do not name our company in job postings or to candidates before HR HQ approves it. Use the description "international dietary supplements company.
Location: Karachi, Pakistan, office-based
Schedule: Monday–Friday, 10:00 am – 7:00 pm
Reports to: Country CEO (operational); standards and controls set by HQ Sales Operations
Probation: 3 months
Compensation: To be proposed by the agency: a market salary range for this role in the target city (monthly), with the basis for it. Budget up to USD 500 per month, negotiable for a strong candidate
Languages: Urdu (team and customers) + working English (communication with HQ)
Responsibilities
Keep the daily sales rhythm: fast first contact with every lead, solving the customer's problem,
closing the order.
Manage the team: hiring, training, schedules, discipline, 1:1 coaching and call reviews.
Run the business processes set by HQ and roll out new HQ initiatives.
Control sales quality: zero fake statuses, zero confirmations without a real conversation.
Spot and escalate anomalies in CRM and telephony: drops in call volume, spikes in rejections, same-day returns.
Must-have
Experience managing a call center sales team at Team Lead level or above (Team Lead,
Supervisor, Operations Manager, Head of Call Center).
Strong personal phone-selling skills and proven experience training and coaching agents.
Experience controlling discipline and integrity in a team: anti-fraud checks, zero tolerance for fake
statuses.
Comfortable with CRM and basic sales metrics (approve rate, conversion, productivity), or a
clearly fast learner.
Accepts a model where HQ sets standards and controls and the local team executes.
Nice-to-have
COD (cash on delivery) sales experience: buyout, returns, cancellations.
Experience in e-commerce, health, wellness or FMCG telesales.
Experience building a team from scratch or scaling it.
Stop-factors (do not submit)
Has only managed customer support or inbound service, never a sales team.
Cannot give concrete numbers from previous roles (team size, conversion, targets).
Sees discipline and quality control as "not needed" or "toxic".
Avoids CRM and reporting.
Frequent job changes without explanation (several roles under 6 months).
Other Details:
Years of Experience: 7+ years
Working Days: Monday to Friday (alternate Saturdays are on)
Working Mode: Onsite
Shift: Morning
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