Call Center Manager – Cash on Delivery Operations

About the role

We are seeking an experienced Call Center Manager to lead a high‑volume sales team focused on Cash on Delivery (COD) operations in Tunisia. This role is dedicated to driving sales efficiency, improving conversion rates, and ensuring high‑quality customer communication.

Key responsibilities

• Lead and manage the call center team to achieve sales targets and maintain operational discipline.
• Oversee daily operations, including workforce management, scheduling, and quality assurance.
• Monitor and analyze KPIs to drive continuous improvement and optimize productivity.
• Develop and implement strategies to increase sales conversion rates and reduce order cancellations.
• Recruit, train, and mentor team members, fostering a results‑oriented environment.
• Collaborate with other departments to align call center activities with overall business goals.
• Maintain operational stability during peak periods and manage high call volumes.
• Identify and implement process improvements while ensuring compliance with company policies.

Required profile

• Proven leadership experience in a sales‑focused call center or similar high‑volume environment.
• Strong analytical mindset with the ability to interpret performance data.
• Hands‑on operational management skills and a results‑driven attitude.
• Experience in e‑commerce, COD operations, or telesales is a strong advantage.

Required skills