Call Center - Head

We are seeking a dynamic and experienced Call Center Head to lead and manage our real estate lead generation operations in Pakistan focused on UAE-based clients and property portfolios. The ideal candidate will be responsible for setting up, training, and leading a high-performing telesales and lead generation team to support UAE-based sales operations.

This position requires a leader with exceptional communication, analytical, and operational management skills — capable of aligning call center performance with business growth objectives in the competitive UAE real estate market.

Key Responsibilities:

· Leadership & Strategy

· Lead and oversee the call center team focused on generating qualified leads for UAE real estate projects.

· Develop and execute strategies to enhance lead conversion rates and client engagement.

· Set and monitor team KPIs (call targets, conversion ratios, response times, etc.) ensuring alignment with overall business objectives.

· Operations Management

· Establish effective workflows, scripts, and communication standards to ensure consistency in client interactions.

· Implement and manage CRM systems, call tracking tools, and data reporting dashboards.

· Coordinate daily operations between the Pakistan call center and UAE sales teams for seamless lead handovers.

· Monitor call recordings and analyze drop-offs or call quality issues to improve performance.

· Performance & Quality Assurance

· Train, coach, and motivate telesales agents to deliver top-quality customer engagement and achieve sales targets.

· Maintain compliance with UAE real estate marketing standards, data privacy regulations, and ethical communication practices.

· Create and implement feedback loops to continuously refine call scripts, lead qualification processes, and customer experience.

· Collaboration & Reporting

· Collaborate with UAE-based marketing, sales, and digital teams to align campaigns and messaging.

· Provide daily, weekly, and monthly performance reports with actionable insights.

· Identify emerging market trends and recommend process or strategy adjustments accordingly.

· Qualifications & Skills:

· Bachelor’s degree in Business Administration, Marketing, or related field (Master’s preferred).

· 8–10 years of experience in call center management, with at least 3–5 years in real estate lead generation or a closely related sector.

· Strong understanding of UAE real estate market dynamics and lead nurturing cycles.

· Proven track record in setting up or scaling telesales/call center operations.

· Hands-on experience with CRM platforms (Zoho, HubSpot, Salesforce, or similar).

· Excellent leadership, communication, and analytical skills.

· Ability to work under pressure and manage high-volume lead flow efficiently.

· Fluent in English; Arabic proficiency is a plus.

· Compensation & Benefits:

· Competitive salary package based on experience.

· Performance-based bonuses and incentives.

· Health insurance and professional development programs.

· Opportunity to work with a leading UAE real estate brand in a high-growth environment.

Reporting To: Head of Sales – UAE / Director of Operations

Job Type: Full-time

Work Location: In person