Assistant Manager - Call Center ...
Mohandessin, Giza
Job Details
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Job Description
Sales & Strategy:
- Develop and implement sales strategies to meet or exceed company revenue targets.
- Manage and optimize the full sales funnel — from lead generation to final conversion.
- Improve team performance through KPIs such as Lead Response Time, Call Handling Time, First Call Resolution, and Conversion Rates.
Call Center Operations:
- Supervise and support an inbound and/or outbound call center sales team.
- Monitor and evaluate call quality and sales scripts to ensure alignment with brand standards and compliance.
- Optimize dialer strategies, call scheduling, and lead segmentation for maximum outreach efficiency.
- Track and report key metrics: calls per agent, contact rate, conversion rate, average talk time, and abandonment rate.
Team Leadership & Development:
- Coach, mentor, and lead a high-performance sales team to improve skills and conversion success.
- Set daily, weekly, and monthly goals; conduct performance reviews and provide regular feedback.
- Organize training sessions focused on product knowledge, objection handling, and upselling techniques.
Analytics & Reporting:
- Track sales metrics and KPIs such as:
- Call-to-Lead Ratio
- Lead-to-Customer Conversion Rate
- Sales per agent
- Revenue per Call
- Average Handling Time (AHT)
- Provide actionable insights through CRM and call analytics tools.
- Prepare performance dashboards and reports for senior management.
Job Requirements
- Bachelor’s degree in related field. MBA or specialized training in sales/call center operations is a plus.
- 5+ years in sales roles, with 2+ years in a call center-based sales leadership role.
- Proven track record of improving conversion rates and meeting sales KPIs.
- Proficient in CRM tools.
- Familiarity with call center software.
- Strong data analysis and reporting skills using Excel, Power BI, or similar.
- Excellent communication, coaching, and interpersonal skills.
- Results-driven, highly organized, and resilient under pressure.
- Strong leadership with the ability to drive a performance culture
