Head of Call Center

3 days ago

Taguig, National Capital Region, Philippines Carmudi Philippines Full time ₱900,000 - ₱1,200,000 per year

Role Description

The Call Center Lead will be responsible for leading the Philippines call center team with a strong focus on sales delivery and lead conversion. The roleholder will be responsible for managing daily outbound and inbound call operations, driving productivity through structured lead management, and setting up scalable sales processes to meet business growth targets.

This is a performance-driven role suited for professionals experienced in insurance, fintech, or financial product sales environments.

Key Responsibilities

1. Sales & Revenue Delivery

  • Lead the call center team to achieve monthly and quarterly sales targets for assigned financial products (insurance, loans, or similar).
  • Drive daily sales performance through structured monitoring of call metrics, lead conversion ratios, and agent productivity.
  • Analyze sales trends and design tactical interventions to meet targets.
  • Implement reward and recognition / incentive schemes to drive high-performing behavior.

2. Lead Management & Conversion Optimization

  • Design and implement an effective lead management framework — from lead assignment and prioritization to follow-up and closure.
  • Track lead conversion through CRM and ensure timely engagement across all lead stages.
  • Work closely with Marketing and Product teams to ensure quality and readiness of incoming leads.
  • Continuously improve telecalling scripts and selling pitches to maximize conversions.

3. Process Setup & Governance

  • Establish standard operating procedures (SOPs) for call handling, sales reporting, and escalation management.
  • Build & review dashboards and performance trackers for leadership visibility on pipeline and conversions.
  • Ensure adherence to compliance requirements and transparent selling practices aligned with company policies.

4. Team Leadership & Capability Development

  • Lead, coach, and motivate a team of sales agents to achieve individual and team goals.
  • Conduct regular performance reviews, feedback sessions, and sales training.

5. Stakeholder Collaboration

  • Collaborate with Business, Marketing, and Product teams to optimize lead flow and campaign design.
  • Work closely with Operations and Technology teams to improve sales performance and CRM systems.
  • Provide regular updates on sales performance, lead funnel health, and process improvement recommendations to leadership.

Qualifications & Experience

  • Bachelor's degree in Business, Marketing, or related field.
  • 8-12 years of experience in call center or telesales operations, with at least 2 years in a leadership or supervisory role.
  • Hands-on experience in lead management, CRM tracking, and sales process optimization.
  • Strong communication and influencing skills
  • Proficiency in CRM and call management tool

Key Competencies

  • Sales-driven mindset with strong target orientation.
  • Data-driven and analytical; able to interpret sales reports and funnel metrics.
  • Effective people leader who builds and motivates high-performance teams.
  • Strong process and operational discipline.
  • High energy, ownership, and resilience in a fast-paced environment.

Preferred Background

Candidates with experience in:

  • Insurance telesales / renewals (motor, life, health, or general insurance).
  • Fintech or lending organizations managing lead conversion and telemarketing teams.
  • Financial product sales through call centers or inside sales functions.

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