Team Leader – Call Center Sales

foundever™

Job Title: Team Leader – Call Center Sales
Location: Mecidiyeköy, Istanbul, Turkey (On-site)
Schedule: Monday – Friday, 09:00 – 18:00 (CET)
Department: Operations – Sales

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry, operating in 45+ countries with 170,000+ associates. We partner with the world's leading brands to deliver exceptional customer experiences at scale. Join our dynamic team in Istanbul and be part of a culture that values innovation, growth, and people.

The Role

We are looking for an experienced and motivated Team Leader to manage and inspire a team of Sales Agents in our Mecidiyeköy call center. You will be responsible for driving team performance, coaching individuals, and ensuring sales targets are consistently met or exceeded — all while maintaining a high standard of customer experience.

Key Responsibilities

• Team Management: Lead, motivate, and develop a team of call center sales agents to achieve and exceed KPIs and sales targets.
• Performance Monitoring: Track individual and team performance metrics (conversion rates, AHT, quality scores, revenue targets) and provide regular feedback.
• Coaching & Development: Conduct regular 1:1 coaching sessions, identify skill gaps, and implement targeted development plans.
• Quality Assurance: Monitor calls and customer interactions to ensure compliance with client standards and Foundever quality guidelines.
• Reporting: Prepare and present daily, weekly, and monthly performance reports to Operations Management.
• Escalation Handling: Act as the first point of escalation for complex customer issues and agent concerns.
• Process Improvement: Identify opportunities to optimize sales processes, workflows, and team efficiency.
• Collaboration: Work closely with Training, Quality, Workforce Management, and client stakeholders to align on goals and deliverables.
• Employee Engagement: Foster a positive, high-energy team culture; manage attendance, attrition, and morale proactively.

RequirementsMust-Have:

• English Proficiency: Fluent/Advanced level in English (both written and spoken) — this is a critical requirement.
• Turkish Proficiency: Native or fluent.
• Experience: Minimum 2–3 years of experience in a call center environment, with at least1 year in a supervisory or team lead role focused on sales/telesales.
• Sales Acumen: Proven track record of meeting or exceeding sales targets in a contact center setting.
• Leadership Skills: Demonstrated ability to lead, coach, and develop a team.
• Analytical Skills: Comfortable working with data, KPIs, and performance dashboards.
• Communication: Excellent interpersonal and communication skills.
• Availability: Able to work on-site at our Mecidiyeköy office, Monday through Friday, 09:00–18:00 CET.

Nice-to-Have:

• Experience in BPO/outsourcing environments.
• Familiarity with CRM tools (Salesforce, Zendesk, etc.) and workforce management systems.
• Additional language skills.
• Bachelor's degree in Business, Communications, or a related field.

What We Offer

•  Competitive salary + performance-based bonuses
•  Clear career progression path within Foundever
•  Continuous learning and development programs
•  Modern office environment in central Mecidiyeköy, Istanbul
•  Opportunity to work with international clients and teams
•  Supportive and inclusive company culture
•  Employee engagement activities and recognition programs

How to Apply

Interested candidates are invited to submit their CV in English via [application link/platform].

Foundever™ is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for, all associates.

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