Call Center Manager

About the role

The Call Center Manager will lead daily sales operations in a fast‑paced call centre, ensuring rhythm, quality, and compliance with headquarters standards. This position combines team leadership, process oversight, and rapid issue escalation to drive revenue and cash collection.

Key responsibilities

• Maintain sales rhythm by ensuring fast lead contact and effective problem‑solving.
• Hire, train, schedule, discipline, and coach agents through regular 1:1 sessions.
• Implement HQ initiatives, uphold business processes, and ensure compliance.
• Monitor and improve sales quality, eliminating fake statuses and fraud.
• Detect and analyse CRM/telephony anomalies such as call volume drops or rejection spikes.
• Coordinate performance reporting and process improvements with HQ.

Required profile

• Proven call‑center sales management experience (team manager or lead level).
• Strong selling ability with a track record of coaching agents.
• Experience in discipline and anti‑fraud controls.
• Comfortable working with CRM systems and basic performance metrics.
• Willingness to operate under a model where local hiring is done by a CEO and HQ sets standards.
• Working level of English for communication with HQ.

Required skills

• CRM systems
• Call‑center software and telephony platforms
• Basic metrics analysis (conversion rates, contact rates, etc.)

What we offer

• Competitive base salary plus performance‑based bonus.
• Direct influence on earnings through team results.
• Stable lead flow – no need to source traffic.
• Support from HQ including scripts, processes, and analytics.
• Career growth opportunities, including scaling the team or country ownership.