Call Center Team Lead – Pre-Sales & Lead Qualification

ADIV Human Resources Consultancies, L.L.C; Sharjah; On-site; AED 90,000 - 180,000; Full time

Job summary

ADIV HR Consultancies, on behalf of our client in Sharjah, seeks an experienced Call Center Team Lead to oversee outsourced call center operations. The role focuses on pre-sales, lead qualification, and leading teams to convert leads into opportunities.

You will manage call center representatives and team leads, set KPI targets, monitor performance, and coach staff to maintain high service quality while driving efficiency and conversion rates in a target-driven environment.

Qualifications

• 3-5 years in call center team lead or supervisory roles.
• Mandatory experience in pre-sales and lead qualification.
• Strong knowledge of lead management, sales funnels, and lead conversion.
• Experience managing inbound and outbound calling teams with KPI focus.

Responsibilities

• Lead and supervise outsourced call center reps and team leads.
• Oversee pre-sales activities and inbound/outbound leads.
• Ensure proper lead qualification and readiness.
• Drive lead conversion with follow-ups to sales teams.
• Monitor KPIs including call abandonment, AHT, and conversion.
• Provide coaching and performance feedback.

Skills

Call Center Leadership

Pre-sales

Lead Qualification

CRM Systems

Team Management

KPIs & Analytics

Communication Skills

Quality Assurance

Tools

CRM Platforms

Telephone systems

Job description

Our client, a Corporate Services Provider based in Sharjah, is looking to hire an experienced Call Center Team Lead to lead and oversee its outsourced call center operations. The ideal candidate must have strong experience in pre-sales, lead qualification, and call center team management, with a proven ability to drive lead conversion, improve team performance, and maintain high service quality.

The successful candidate will be responsible for managing call center representatives and team leads, ensuring that potential customers are properly qualified, sales opportunities are identified, and leads are effectively converted into business opportunities.

Key Responsibilities

• Lead, supervise, and manage outsourced call center representatives and team leads to ensure operational efficiency and achievement of business targets.
• Oversee pre-sales activities, ensuring effective handling of inbound and outbound leads.
• Ensure proper lead qualification by assessing customer requirements, understanding their needs, identifying potential opportunities, and determining lead readiness.
• Drive lead conversion by ensuring qualified leads are effectively followed up and passed to the relevant sales or business development teams.
• Establish and monitor individual and team KPIs related to lead qualification, conversion rates, call quality, and productivity.
• Recruit, onboard, train, and coach call center employees on customer engagement, pre-sales techniques, lead qualification, and company products and services.
• Monitor and evaluate call center performance, providing regular feedback and coaching to improve results.
• Audit the work of Quality Assurance auditors and ensure adherence to established quality standards.
• Handle escalated customer calls and support agents in resolving complex enquiries.
• Monitor key operational metrics, including call abandonment rate, average handling time (AHT), call waiting time, idle time, and lead conversion rates.
• Identify opportunities to optimize call center processes, improve customer experience, and enhance lead management procedures.
• Ensure compliance with company policies, procedures, attendance requirements, and service standards.
• Prepare monthly and annual performance reports, highlighting operational results, lead qualification performance, conversion rates, and areas for improvement.
• Keep management informed of operational challenges, performance trends, and opportunities for improvement.

Requirements & Qualifications

• 3-5 years of proven experience in Call Center Team Lead or supervisory roles.
• Mandatory experience in pre-sales and lead qualification, preferably within corporate services, business setup, or professional services.
• Strong understanding of lead management processes, sales funnels, prospect qualification, and lead conversion strategies.
• Experience managing inbound and outbound calling teams.
• Proven ability to manage teams against sales, lead qualification, and operational KPIs.
• Strong knowledge of call center performance evaluation and quality assurance procedures.
• Tech-savvy, with knowledge of telephone systems, CRM platforms, and relevant computer applications.
• Excellent communication, negotiation, coaching, and leadership skills.
• Strong analytical, organizational, and problem-solving abilities.
• Results-oriented, proactive, and capable of working in a target-driven environment.