Call Center Sales Manager

Job Overview:
We are seeking an experienced Call Center Manager to oversee and manage our Call Center team, ensuring they meet performance targets and deliver high-quality service to our clients. The ideal candidate will have a proven track record in managing Call Center operations, with a focus on sales and lead generation activities. They should possess strong leadership skills, excellent knowledge of Call Center systems and efficiencies, and the ability to work effectively with remote and culturally diverse teams.

Responsibilities:

• Team Leadership and Management:
• Oversee and manage the Call Center team, including remote and office-based agents.
• Ensure team members meet performance targets and deliver high-quality service to clients.
• Performance Monitoring and Evaluation:
• Implement systems to monitor Call Center performance metrics such as call volume, conversion rates, and appointment booking rates.
• Analyze data to identify areas for improvement and implement strategies to optimize performance.
• Training and Development:
• Develop and implement training programs to onboard new agents and enhance the skills of existing team members.
• Focus on effective communication, sales techniques, and customer service skills.
• Process Optimization:
• Continuously review and refine Call Center processes and workflows to increase efficiency and productivity.
• Ensure the overall effectiveness of lead generation and nurturing activities.
• Quality Assurance:
• Establish quality assurance protocols to ensure consistency and accuracy in lead interaction and customer service.
• Conduct regular quality assessments to maintain high standards.
• Technology Management:
• Evaluate and implement Call Center technology solutions to streamline operations and enhance agent productivity.
• Ensure effective utilization of CRM systems, call tracking software, and predictive dialers.
• Cross-Functional Collaboration:
• Collaborate with other departments within the agency to align Call Center activities with overall business objectives.
• Ensure seamless integration of lead generation and nurturing efforts.
• Performance Reporting and Analysis:
• Prepare regular performance reports and analysis for senior management.
• Provide recommendations for optimization and improvement based on data-driven insights.

Qualifications:

• Required:
• 3+ years of direct experience managing a Call Center, preferably in a sales-focused environment.
• Experience managing 10+ agents, with a focus on appointment setting or lead nurturing in a B2C setting.
• Strong understanding of sales processes and Call Center systems and efficiencies.
• Experience working with remote teams and agents from diverse cultural backgrounds.
• Preferred:
• Familiarity with Call Center software such as GHL and multiple dialers.
• Previous experience in a leadership position within a Call Center environment.
• Education or certifications related to Call Center management or sales.

Additional Requirements:

• Strong leadership skills and the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to thrive in a fast-paced and dynamic environment.

If you meet the qualifications and are passionate about driving performance and delivering exceptional service in a Call Center environment, we encourage you to apply for this position.

Job Types: Full-time, Contract

Pay: $80,000.00 - $120,000.00 per year

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• REQUIRED ANSWER: Were your agents booking B2C appointments?
• REQUIRED ANSWER: What does a usual day look like for you as a Call Center Manager?

Experience:

• Call center management: 4 years (Required)
• Sales: 4 years (Required)
• Lead Generation: 2 years (Required)

Work Location: Remote