Call Center Operator (Independent Contractor)

Core Responsibilities:

Sales and Customer Interaction:

• Conduct outbound calls and respond to inbound inquiries from prospective or returning customers who have shown interest via online advertising.
• Present product features, benefits, and offers with enthusiasm and clarity.
• Persuasively guide customers through the order confirmation process.
• Address customer objections professionally and provide solutions.
• Maximize each customer interaction by recommending additional or higher-value products through upselling and cross-selling.
• Handle post-approval inquiries, delivery clarification, or rescheduling requests with professionalism and redirect to appropriate channels if needed.

CRM Management and Workflow:

• Work inside the company’s proprietary CRM platform (web-based, no installation required).
• Process each lead by selecting the most appropriate and valid status based on the outcome of the interaction.
• Ensure all status updates follow internal CRM guidelines to maintain workflow integrity and enable accurate reporting.
• Follow all operational protocols as defined by the company, including those related to lead handling, follow-up timing, and customer contact strategies.
• Adherence to these procedures ensures consistency, fairness, and the highest chance of successful customer engagement.
• Update every lead with proper call outcome, follow-up date, and notes.
• Maintain impeccable data accuracy, as CRM activity is regularly audited.
• Stay responsive to system flags, red alerts, or messages from supervisors regarding leads that require correction or follow-up.

Performance Metrics:

• Your performance is assessed weekly using the following KPIs:
• Approval Rate: % of leads converted into confirmed sales.
• Delivery Success Rate: % of approved orders successfully delivered.
• Up-sell and Cross-sell Rate: % of customers who purchase more than one item.
• Average Bill: The mean total order value across successfully completed sales, reflecting both quantity and product mix.
• Call Volume: Total number of calls placed during your shift.
• Recordings Submitted: Operators must upload all required call recordings in full and on time.
• Your category directly influences new lead volume, training support, and additional incentives.

Call Recording and Documentation:

• Record 100% of all customer interactions.
• Upload recordings daily with proper file naming conventions.

Communication and Collaboration:

• Actively participate in shift handovers, feedback chats, and daily check-ins.
• Use Telegram as the official channel for all team coordination and communication.
• Read and follow operational announcements, CRM instructions, and new scripts.
• Collaborate respectfully with HR, onboarding managers, recruiters, sales coaches, and other support staff to improve your performance.

Requirements:

• Minimum of 1 year of experience in sales, telesales, customer service, or call center roles.
• Proven ability to meet performance targets and manage independent workflow.
• Own laptop or desktop, functioning smartphone, headset.
• Reliable and stable high-speed internet connection.
• Backup electricity solution (generator, UPS, or battery inverter) is mandatory.
• Familiarity with CRM platforms and comfort working with browser-based systems.
• Fluency in English (written and spoken). In addition to fluency in English, the ability to speak one or more of the major local languages spoken in your country is essential for effectively communicating with customers and achieving sales success.

Desired Competencies:

• Sales-driven and performance-oriented mindset.
• Ability to handle objections calmly and convincingly.
• Fast learner with openness to constructive criticism.
• Team-player mindset with the discipline for remote work
• Precision in documentation and reporting.
• Strong self-organization and time management.

Salary: GHS 1950 - 4500