Contact Center Manager - Acquisitions

Position Overview

This position is responsible for supervising the Contact Center Acquisitions sales division to meet or exceed sales, gross profit, and new business growth goals. The Contact Center Manager – Acquisitions provides leadership, coaching, and strategic oversight to a team of Dedicated Account Advisors focused on acquiring new customers and expanding business with existing accounts.

Specific Duties

• Manage and develop Acquisitions team members, including performance appraisals, promotions, salary recommendations, and discipline or terminations.
• Oversee daily Acquisitions sales activities, including outbound calling, prospecting, lead follow-up, and pipeline management within Imperial’s CRM system.
• Set up, analyze, and monitor sales territories, lead assignments, and pipelines to achieve sales goals, gross profit, and performance standards.
• Drive customer acquisition, retention, and account growth by ensuring advisors effectively engage both prospective and existing customers across all levels of the organization.
• Coach advisors on effective sales techniques, including questioning, active listening, needs analysis, objection handling, and closing strategies.
• Monitor individual and team performance metrics, conduct regular performance discussions, and provide actionable feedback to improve conversion rates and productivity.
• Assess sales, product, and systems training needs; partner with the Training department to recommend and support ongoing development initiatives.
• Support advisors in resolving complex customer issues and participate directly in escalated customer interactions when necessary.
• Foster strong working relationships with Outside Sales, Inside Sales, and Marketing teams to support coordinated prospecting and acquisition efforts.
• Recommend strategies to Marketing related to new products, promotions, pricing, scripts, and market opportunities to support acquisition growth.
• Develop annual sales plans and expense budgets for the Acquisitions team, monitor variances, and report trends, risks, and opportunities to upper management.

Qualifications

• Minimum Education: Associate degree or equivalent experience.
• Minimum Experience: 3 to 5 years of successful sales and management experience in an inside sales or contact center environment.
• Preferred Qualifications: Bachelor’s degree and 5 or more years of sales and management experience in a B2B sales environment, preferably leading outbound or acquisition-focused teams.