Senior Call Center Manager

About the role

This is an operational sales leadership position that owns the call‑center team, the daily sales rhythm and the quality of every order. The role reports to the Country CEO and follows standards set by the international dietary‑supplements headquarters.

Key responsibilities

• Maintain a fast first‑contact sales rhythm, solve customer problems and close orders.
• Hire, train, schedule, discipline and coach agents, including 1:1 reviews and call audits.
• Execute business processes defined by HQ and roll out new initiatives locally.
• Control sales quality – zero fake statuses, zero confirmations without real conversations.
• Monitor CRM and telephony for anomalies such as call‑volume drops, rejection spikes or same‑day returns.

Required profile

• 7+ years managing a call‑center sales team at Team Lead level or higher.
• Proven personal phone‑selling ability and experience coaching agents.
• Track record enforcing discipline, anti‑fraud checks and zero‑tolerance for fake statuses.
• Comfortable with CRM and basic sales metrics (approval rate, conversion, productivity).
• Willingness to execute HQ‑set standards while managing local execution.

Required skills

• CRM usage
• Sales metrics analysis