Call Center Sales Manager

Operations Overview

The Call Center Sales Manager leads and optimizes all aspects of call center sales operations. This role drives revenue growth, enhances customer experiences across all communication channels, and ensures the successful achievement of sales and performance objectives.

Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop reports on customer service processes and best practices
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Direct workforce management activities and set performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Promote meeting performance, efficiency, and quality assurance targets
• Monitor individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determine work procedures, prepare work schedules, and expedite workflow
• Responsible for hiring, coaching, and terminating call center employees
• Manage remote employees as needed

Qualifications

• Experienced and results-driven leader with strong organizational skills
• A passion for developing people
• A proven ability to manage large-scale call center operations
• Previous experience in sales-focused contact center environments is essential
• Experience in customer service, technical support, or back-office operations is advantageous