This job posting has expired
Expired on March 28, 2026
Job Description
The Call Center Lead is responsible for building, leading, and optimizing an in-house call center team. This role owns sales conversion, order accuracy, customer experience, and team performance, and acts as the link between customers, operations, and management.
Responsibilities
- Build and lead an in-house call center team (3–4 agents initially).
- Set daily targets, schedules, and performance standards.
- Coach, train, and monitor agents to improve sales and service quality.
- Drive call and WhatsApp order conversion.
- Ensure upselling and cross-selling are applied correctly.
- Reduce missed calls, abandoned chats, and delayed responses.
- Ensure accurate order capture and confirmation.
- Coordinate with operations, dispatch, and production teams.
- Track and report KPIs: conversion rate, response time, AOV, order accuracy, refunds.
- Develop call scripts, objection handling, and escalation procedures.
Qualifications
- 3–5 years experience in call center leadership or sales operations.
- Proven ability to lead and coach a team.
- Strong sales mindset and customer handling skills.
- Fluent in Arabic and English.
- Highly organized, results-driven, and KPI-oriented.
- Comfortable working with systems, reports, and performance metrics.
- Experience in retail, F&B, or e-commerce is a plus.