About the Role

The Head of Call Center will be responsible for the operational performance of the team in Venezuela, including sales targets, operator performance, sales quality, and key KPIs.

We are looking for a manager who knows how to lead a team through data, quickly identify the reasons behind performance drops, and take concrete action to improve results.

This role requires strong involvement in day-to-day operations: understanding what is happening on the sales line, regularly analyzing calls, operator performance, and the effectiveness of sales scripts.

Responsibilities

•⁠ ⁠Manage the Call Center operator team in Venezuela.

•⁠ ⁠Take ownership of sales targets and key team KPIs.

•⁠ ⁠Monitor Approve, Upsell, AOV, Conversion, and other performance metrics.

•⁠ ⁠Analyze team and individual operator performance on a daily basis.

•⁠ ⁠Identify the reasons behind performance drops and implement corrective actions.

•⁠ ⁠Listen to and analyze operator calls.

•⁠ ⁠Monitor communication quality and compliance with sales scripts.

•⁠ ⁠Continuously work on improving conversion rates and overall team efficiency.

•⁠ ⁠Conduct regular 1:1 meetings, provide feedback, and create development plans for team members.

•⁠ ⁠Participate in the onboarding and training of new operators.

•⁠ ⁠Set tasks for the team and monitor their execution.

•⁠ ⁠Analyze the effectiveness of existing sales scripts and initiate improvements when necessary.

•⁠ ⁠Prepare regular reports on Call Center performance.

•⁠ ⁠Collaborate with other departments on operational matters.

What We’re Looking For

•⁠ ⁠Experience in the Nutra CPA vertical.

•⁠ ⁠Previous experience as a Head of Call Center, Call Center Manager, Supervisor, Team Lead, or in a similar management role.

•⁠ ⁠Experience managing a team of sales operators.

•⁠ ⁠Strong understanding of Call Center operations within Nutra and the full sales funnel.

•⁠ ⁠Knowledge of key metrics such as Approve, Upsell, AOV, Conversion, and the factors that influence them.

•⁠ ⁠Ability to analyze both overall team performance and individual operator results.

•⁠ ⁠Hands-on experience with call analysis, sales scripts, and sales quality control.

•⁠ ⁠Confident user of Excel / Google Sheets.

•⁠ ⁠Strong management and analytical skills.

•⁠ ⁠Ability to work in a fast-paced environment and make quick, data-driven decisions.

•⁠ ⁠Strong results orientation and willingness to stay personally involved in operational processes.

•⁠ ⁠Spanish — B2 level or higher, sufficient for managing a Spanish-speaking team on a daily basis, conducting 1:1 meetings, and analyzing calls.

•⁠ ⁠Experience working with Venezuela / LATAM markets will be a strong advantage.

What We Offer

•⁠ ⁠100% remote — work from anywhere in the world.

•⁠ ⁠5/2 schedule with a focus on the Venezuelan market.

•⁠ ⁠Fixed salary + performance-based bonuses tied to Call Center results — the final compensation package is discussed individually depending on experience.

•⁠ ⁠Real ownership and responsibility: you will manage the team and the key performance metrics of the operation, with the ability to directly influence results.

•⁠ ⁠The opportunity to independently improve processes, management approaches, sales scripts, and team operations when these changes lead to better performance.

•⁠ ⁠Direct communication with company management and minimal unnecessary bureaucracy.

•⁠ ⁠The opportunity to grow together with the business and take on broader responsibilities across LATAM.