Call Center Lead

Call center lead

Job Id :100183027

Description

Call Center Lead
Position Summary

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.

This is a revenue-impact role, not a purely support function.

Key Responsibilities
Call Center Leadership

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.

Enforce discipline, professionalism, and accountability.

Sales & Conversion

Drive call and WhatsApp order conversion.

Ensure upselling and cross-selling are applied correctly.

Reduce missed calls, abandoned chats, and delayed responses.

Improve average order value and overall conversion rate.

Operations & Accuracy

Ensure accurate order capture and confirmation.

Coordinate with operations, dispatch, and production teams.

Handle escalations, complaints, and service recovery.

Maintain strict control over order errors and refunds.

Systems & Reporting

Ensure proper usage of CRM, order management, and call tools.

Track and report KPIs: conversion rate, response time, AOV, order accuracy, refunds.

Submit daily and weekly performance reports.

Work with system administrators to improve workflows and integrations.

Process & Continuous Improvement

Develop call scripts, objection handling, and escalation procedures.

Identify operational gaps and propose improvements.

Support onboarding and training of new agents.

Performance Expectations

Strong response times across all channels.

Measurable improvement in conversion and AOV.

Low complaint and refund rates.

Fully trained and accountable call center team.

Clear and consistent reporting.

Candidate Requirements

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.

Compensation

Competitive salary (based on experience).

Performance-based incentives.

Growth opportunity within an expanding operation.

Important Notes

This role involves building an internal team from the ground up.

Strong ownership, discipline, and execution are required.

Please send your Cv to the email

Basic Details

Location : Kuwait , Kuwait

Qualification :

Posted :

Job Type : Full-Time

Company : Kuwait Jobs

Posted By: Abdulaziz Alajmi

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