Call Center Sales Manager (Head of Call Center)

About the role

An international dietary supplements company is looking for an operational sales leader (Head of Call Center) in Karachi, Pakistan. The call center sells to customers who have already shown interest in the products, using a cash-on-delivery model. The role is office-based, Monday to Friday, 10:00 am to 7:00 pm, reporting to the Country CEO, with a 3-month probation. The position is confidential.

Key responsibilities

• Keep the daily sales rhythm: fast first contact with every lead, solve the customer's problem and close 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 and zero confirmations without a real conversation.
• Spot and escalate CRM and telephony anomalies such as drops in call volume, spikes in rejections and same-day returns.

Required profile

• 7+ years of experience; must have managed a call center sales team at Team Lead level or above (Team Lead, Supervisor, Operations Manager, Head of Call Center).
• Proven experience training and coaching agents, and 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 fast learner.
• Accepts a model where HQ sets standards and controls and the local team executes.
• Nice to have: COD sales experience, e-commerce, health, wellness or FMCG telesales experience, and experience building or scaling a team from scratch.

Required skills

• Personal phone-selling skills
• CRM use
• Working English (communication with HQ) and Urdu (team and customers)

The agency proposes a market salary range for the role in the target city, with a budget of up to USD 500 per month, negotiable for a strong candidate.