Calling Agent Trainer & Operations Lead

We’re Hiring: Calling Agent Trainer & Operations Lead

We’re looking for a hands-on Calling Agent Trainer & Operations Lead who can build a capable calling team, train agents to handle real conversations confidently, and manage day-to-day calling operations while working efficiently within a limited budget.

This is not just a training role. We need someone who can lead from the front — demonstrate calls, coach agents, manage daily activities, monitor performance, and continuously improve campaign results.

About the Role

You will be responsible for recruiting and preparing calling agents, organising daily operations, monitoring performance, and helping the team achieve campaign targets.

You should be comfortable making calls yourself, demonstrating effective communication, identifying problems in real conversations, and turning those observations into practical coaching.

Key Responsibilities

• Train agents in effective communication, active listening, questioning techniques, objection handling, and closing or agreeing on clear next steps.
• Prepare agents for lead generation, appointment setting, sales, customer support, and other calling campaigns.
• Develop practical call scripts, conversation guidelines, role-play exercises, and assessments.
• Recruit suitable agents and ensure new hires are properly trained before handling calls independently.
• Organise daily shifts, calling assignments, lead distribution, and follow-up schedules.
• Monitor calls and provide direct, constructive feedback to improve individual and team performance.
• Coach underperforming agents and identify specific areas for improvement.
• Maintain accurate customer and lead records while ensuring agents follow applicable privacy and calling requirements.
• Track key performance metrics such as calls made, conversations, qualified leads, appointments, conversions, and follow-ups.
• Manage staffing, calling software, training, and operational costs effectively.
• Identify operational issues and implement simple, practical improvements that increase productivity and results.

What We’re Looking For

• Hands-on experience in sales calling, appointment setting, lead generation, telemarketing, or customer service.
• Previous experience training, coaching, supervising, or managing calling agents.
• Strong communication skills and the ability to demonstrate an effective call rather than simply explain it.
• Ability to listen to calls, identify mistakes, and provide clear, actionable coaching.
• Comfortable working with CRM systems, calling platforms, spreadsheets, and performance reports.
• Strong organisational, recruitment, leadership, and problem-solving skills.
• A practical, target-oriented approach to team management.
• Ability to build and manage a small team efficiently, especially when working with limited resources and budgets.
• Willingness to be actively involved in daily operations rather than working only from a management level.

How We Measure Success

Your success will be measured by how effectively you build, train, and manage the team.

We expect agents to become confident handling calls independently, coaching to translate into measurable performance improvements, and campaigns to generate meaningful outcomes — whether that means qualified appointments, sales, leads, or successfully resolved customer enquiries.

At the same time, maintaining service quality, accurate records, and efficient use of operational resources will be an important part of the role.

How to Apply

Send your CV to [email protected].

Along with your CV, include a short example of:

• How you have trained or coached calling agents
• How you improved calling or campaign performance
• How you managed a team with limited resources

Please mention the campaign type, your specific role, the size of the team, and measurable results where possible.

Selection Process

Shortlisted candidates will be asked to:

• Demonstrate a short mock call.
• Coach an agent through a sample calling mistake.
• Present a simple training and performance plan for a small calling team.

We’re looking for someone who can train, lead, execute, and improve — not just manage from the sidelines.

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Pay: Rs47,611.05 - Rs191,875.11 per month

Work Location: In person