Head of Call Center

Aquarius HR is seeking a strong and results-driven Head of Call Center to lead and optimize sales operations in Pakistan within a Cash on Delivery (COD) model. This role is ideal for an operational leader with proven experience in sales call centers who can drive performance through effective team management, structured processes, and data-driven decision-making.

The ideal candidate has a strong background in managing call center teams, including hiring, onboarding, performance management, and termination. They excel in consultative selling, using questioning and diagnostic techniques (SPIN or similar) to improve conversion and buyout rates. A high level of discipline and commitment to data accuracy is essential, ensuring full transparency and reliability of CRM and reporting.

The Head of Call Center will be responsible for the full sales funnel — from conversion to buyout and revenue — while maintaining strict operational control and high performance standards. This includes coaching team members through regular call reviews, 1:1 sessions, and training, as well as setting clear targets and ensuring consistent execution.

The role requires close collaboration with internal teams such as QA, analytics, and CRM to implement improvements and maintain operational standards. Strong analytical skills are critical, with the ability to track KPIs, identify inefficiencies, and optimize processes to reduce cancellations and returns while increasing overall sales performance.

Experience in COD operations, high-volume environments, and performance-driven cultures is highly desirable. Proficiency in CRM systems and data analysis tools such as Excel or Google Sheets is expected, with advanced skills considered a strong advantage.