Sales Enablement Manager
Contact Center Leadership
Lead all day-to-day Contact Center operations including inbound, outbound, and campaign-based customer interactions.
Develop and execute the Contact Center strategy aligned with SRS growth objectives.
Establish performance standards, service levels, and operational metrics.
Create a culture focused on accountability, customer experience, and continuous improvement.
Manage staffing plans, scheduling, forecasting, and workforce optimization.
Customer Engagement Programs
Oversee contractor outreach initiatives including:
New account activation programs
Customer retention campaigns
Reactivation efforts
Branch-generated calling campaigns
Strategic partnership support programs
Partner with Sales Enablement to execute national and regional engagement initiatives.
Ensure consistent messaging and customer experience across all channels.
Performance Management & Analytics
Develop and maintain KPI dashboards measuring:
Call volume
Service level attainment
Customer satisfaction
Outbound conversion rates
Revenue influenced
Program adoption metrics
Analyze performance trends and recommend operational improvements.
Present monthly and quarterly performance reviews to executive leadership.
Workforce Development
Recruit, train, coach, and develop Contact Center personnel.
Implement quality assurance and coaching programs.
Conduct regular performance reviews and career development planning.
Build succession plans for key team members.
Technology & Process Optimization
Partner with IT and business stakeholders to optimize:
Contact Center platforms
CRM systems
Workforce management tools
Reporting solutions
AI and automation initiatives
Identify opportunities to improve efficiency through technology and process enhancements.
Lead implementation of new systems and operational procedures.
Cross-Functional Collaboration
Partner closely with:
Sales Leadership
Branch Operations
Marketing
Sales Enablement
Customer Experience
Strategic Partnerships
Support company-wide initiatives requiring customer outreach and engagement.
Act as the voice of the customer by identifying trends and opportunities from Contact Center interactions.
Required Qualifications
- Bachelor's degree in business administration, marketing, or a related field
- Proven experience in account management, sales, or a related field
- Strong strategic thinking skills, with the ability to develop and implement effective sales strategies for growth
- Excellent communication skills to foster positive client relationships and collaborate with internal teams
- Demonstrated ability to build and maintain strong relationships with employees and customers, ensuring satisfaction and retention
- Proven experience collaborating with cross-functional teams, such as sales, marketing, and customer support
- Track record of meeting and exceeding sales targets, contributing to business growth and success
- Strong communication, leadership, coaching and organizational skills
Preferred Qualifications
- Experience with CRM and Contact Center Technologies
- Experience in construction, building products, distribution, home services, or contractor-focused industries
- Experience with Salesforce, Five9, NICE, Genesys, 8X8 or similar platforms
- Multi-location operational leadership experience
- Lever, Six-Sigma, or continuous improvement experience
Benefits
- Competitive salary and bonus
- Comprehensive benefits package including health, dental, and vision insurance
- Opportunities for professional growth and development
- Collaborative and supportive work environment