Call Center Sales Manager

For our client, we are recruiting a Call Center Sales Manager in Belgrade.

Our client is a well-established system of private healthcare institutions in Belgrade, specialized in diagnostic services, including MRI and other radiology diagnostics, as well as polyclinic and occupational health services. The system operates through several healthcare institutions and serves a large number of patients every day.

This is a sales leadership role, not a customer support or administrative role. Your main goal will be to increase conversion and revenue from healthcare services sold through phone and digital channels, while fully respecting healthcare regulations and patient rights.

What you will do:

– Assess the current state of the contact center, identify bottlenecks and build a clear, results-driven sales organization

– Define, track and improve sales KPIs: contact rate, conversion rate, booked and realized appointments, revenue per agent and per lead, abandoned calls and more

– Work with the marketing team to connect digital leads with the call center and manage the full funnel, from lead to realized appointment and upsell

– Coach and develop agents, and find the real cause of weak results, whether it is skills, motivation, process or lead quality

– Stay hands-on: listen to calls, work alongside agents, test and improve scripts, and handle escalations

– Organize shifts, workload and capacity planning

– Standardize processes, scripts and quality control

– Prepare regular reports with analysis and recommended actions

– Ensure professional patient communication and proper handling of personal data

– Collaborate with marketing, IT, medical teams, reception, finance and senior management

– Take part in hiring and onboarding agents

– Build and present a long-term development strategy for the contact center

What we are looking for:

– Several years of experience leading a sales-driven contact center or telesales team (inbound and/or outbound) with clear sales targets

– Hands-on experience in active phone sales

– A proven track record of improving conversion and sales results, backed by measurable KPIs

– Experience coaching and developing sales staff

– A strong analytical mindset: you move from data to decisions

– Experience with CRM systems and working with marketing and digital channels

– Fluency in Serbian (mandatory)

– A relevant university degree (Marketing, Sales)

Nice to have:

– Experience in healthcare, insurance, B2C/retail

– Experience selling higher-value services

– Experience with digital sales and lead generation

– Experience managing larger teams or reorganizing a call center

– Basic technical or programming knowledge

⚠️ Please note: candidates whose experience is mainly in customer support, complaints handling, technical support or administrative scheduling without sales targets will not be considered.

Izvor: https://www.linkedin.com/jobs/view/4477794118/

Nivo: senior