Head of Call Center – La Marsa, Tunis

About the role

We are seeking an experienced Head of Call Center to lead and develop our sales‑focused call centre operation in La Marsa, Tunis. The role combines strategic oversight with hands‑on management to drive performance, improve conversion rates and ensure high service quality.

Key responsibilities

• Manage daily call centre operations and monitor team performance against KPIs.
• Supervise Team Leaders and sales agents, providing coaching, call reviews and performance evaluations.
• Analyse operational results, prepare regular performance reports and ensure accurate CRM reporting.
• Coordinate with QA, CRM, Analytics and Training departments to maintain high operational standards.
• Implement initiatives to improve conversion, buy‑out rates and overall sales efficiency while reducing cancellations and returns.

Required profile

• Proven experience managing a sales‑oriented call centre.
• Strong leadership skills with the ability to motivate and develop teams.
• Track record of meeting or exceeding business targets and KPIs.
• Excellent analytical abilities to interpret data and drive continuous improvement.

Required skills