Call Center Team Lead

About IdeaCrate

Position purpose

Outbound calling and sales

• Personally handle outbound calls for birthday parties, memberships, and seasonal or promotional offers across the three brands.
• Achieve and exceed monthly individual and team sales and conversion targets.
• Qualify leads from CRM lists, walk-in inquiries, past guests, and marketing campaigns.
• Handle objections, convert inquiries into bookings or membership sign-ups, and record every call outcome accurately.

Team management and training

• Lead, motivate, and manage the daily performance of the outbound call center team.
• Design and deliver training on calling techniques, sales scripts, objection handling, and product or brand knowledge.
• Conduct call quality monitoring and audits, then provide coaching feedback to improve conversion rates.
• Set targets, track performance, manage underperformance through improvement plans, and roster shifts for coverage.

Reporting and coordination

• Prepare daily call performance reports covering calls, connections, conversions, and revenue.
• Compile weekly and monthly reports with trends, conversion ratios, and campaign performance across the brands.
• Track team and individual KPIs and highlight risks, opportunities, and recommendations.
• Coordinate campaigns with Marketing and Centre teams and maintain scripts, call logs, and campaign documentation.

Qualifications

• Minimum 5 years of outbound call center experience with a proven record of outbound sales and conversion success.
• Experience in an airlines call center, travel, or hospitality is strongly preferred.
• Team leader or supervisory experience managing outbound call center agents is highly desirable.
• Strong outbound sales, persuasion, coaching, analytical, communication, and telephone etiquette skills are required.
• Working knowledge of CRM or call center systems and MS Excel or Office tools is required.
• The role requires fluency in spoken and written English and Arabic.
• A bachelor's degree or equivalent is required; additional relevant certification is advantageous.