Call Center Team Leader

Position Purpose

The Call Center Team Leader will lead a dedicated outbound calling team responsible for driving sales and conversions for Parties, Memberships, and seasonal promotional campaigns across the Orange Wheels, Orange Hub, and Orange Seeds Nursery brands. The role combines hands-on outbound calling with team leadership, coaching, and performance reporting, ensuring the outbound function consistently delivers revenue targets while maintaining a high standard of guest experience on every call.

Key Responsibilities

Outbound Calling & Sales

• Personally handle outbound calls to drive sales of birthday parties, memberships, and seasonal/promotional offers across OW, OH, and OSN.
• Achieve and exceed individual and team outbound sales/conversion targets set monthly.
• Identify and qualify leads from CRM/database lists, walk-in enquiries, past guests, and marketing campaigns for proactive follow-up.
• Handle objections professionally and convert enquiries into confirmed bookings and membership sign-ups.
• Ensure accurate and timely data capture of every call outcome in the CRM/call system.
  
  

• Lead, motivate, and manage the day-to-day performance of the outbound call center team.
• Design and deliver structured training on outbound calling techniques, sales scripts, objection handling, and product/brand knowledge (parties, memberships, promotions) for new and existing team members.
• Conduct regular call quality monitoring, live/recorded call audits, and provide coaching feedback to improve conversion rates.
• Set individual targets for team members, track performance, and manage underperformance through structured improvement plans.
• Roster and manage shift/call schedules to ensure adequate coverage across peak calling hours and seasonal campaign periods.
  
  

• Prepare and share daily call performance reports (calls made, connects, conversions, revenue) with management.
• Compile weekly and monthly outbound sales reports with trend analysis, conversion ratios, and campaign-wise performance across OW, OH, and OSN.
• Track and report on team-level and individual KPIs, highlighting risks, opportunities, and recommendations to improve outbound performance.
• Coordinate with Marketing and Centre teams to align outbound calling campaigns with ongoing promotions and seasonal offers.
• Maintain accurate documentation of scripts, call logs, and campaign outcomes for audit and continuity purposes.
  
  

• Minimum 5 years of outbound call Center experience, with a proven track record of outbound sales/conversion success.
• Prior background in Airlines call Centers, Travel industry, or Hospitality strongly preferred.
• Prior experience in a Team Leader / supervisory role managing outbound call Center agents is highly desirable.
  
  

• Strong outbound sales and persuasion skills, with the ability to convert calls into confirmed bookings/sign-ups.
• Proven ability to train, coach, and motivate a team of outbound calling agents.
• Strong analytical skills with the ability to build and present daily, weekly, and monthly performance reports.
• Excellent verbal communication and telephone etiquette.
• Working knowledge of CRM/call Center systems and MS Excel/Office tools for reporting.
• Well organized, target-driven, and able to work under pressure during seasonal peak periods.
  
  

• Fluency in English and Arabic is mandatory (spoken and written).
  
  

• Bachelor's degree or equivalent; additional certification in sales, customer service, or call Center management is an advantage.
  
  

• Team outbound sales/revenue target achievement (Parties, Memberships, Promotions)
• Individual and team call-to-conversion ratio
• Call quality/audit scores and adherence to scripts
• Team training completion and effectiveness (assessed via performance improvement post-training)
• Timeliness and accuracy of daily/weekly/monthly reports
• Team attendance, roster adherence, and attrition management