Inbound Sales Call Center Manager

Key Responsibilities

• Lead, coach, and mentor a team of inbound sales agents to achieve individual and team targets.
• Set clear performance expectations, provide timely feedback, and conduct regular performance reviews.
• Implement best-practice sales scripts, objection-handling techniques, and call-quality standards.
• Foster a collaborative, accountable, and growth-oriented team culture.
• Build staffing and scheduling plans to support call volume growth from 1,400 to 3,000 calls per month.

• Develop and execute a strategic plan for the inbound sales channel, aligned with company growth objectives and the annual sales budget.
• Own achievement of the inbound channel's monthly, quarterly, and annual sales goals.
• Monitor and improve call-to-sale conversion rates, average handle time, and other key call center metrics.
• Ensure consistent and accurate use of CRM and call center systems for pipeline, reporting, and forecasting.

• Monitor live and recorded calls to ensure quality, compliance, and consistency of the customer experience.
• Resolved escalated customer issues and serve as the point of escalation for complex calls.
• Balance sales performance with customer satisfaction and retention objectives.

• Partner with Marketing to align campaign timing, offers, and promotions with cell center capacity and staffing.
• Work with Customer Service and Operations/IT to ensure proper call routing, IVR configuration, and system reliability.
• Provide insights from customer calls to influence offer design, pricing, and product/service improvements.

• Track key performance metrics (calls handled, conversion rate, sales by channel, APRU impact), identify risks, and implement improvement plans.
• Prepare regular reports and presentations on sales performance versus budget and forecasts.
• Ensure compliance with internal policies, sales practices, and regulatory requirements.

• 5+ years of inbound sales or call center experience, preferably in telecommunications or internet services.
• 2+ yeas of leadership or team-management experience in a call center or sales environment.
• Strong understanding of inbound sales metrics, conversion optimization, and call center operations.
• Proven track record and leading a team to meet or exceed sales targets.
• Exceptional communication, coaching, and performance-management skills.
• Proficiency with CRM and call center platforms (Salesforce and contact center software preferred).
• Ability to manage multiple priorities and thrive in a fast-paced, growth-oriented environment.

• Experience scaling a call center team to support significant call volume growth.
• Experience with workforce management, scheduling, and staffing models for call centers.
• Background in residential internet, telecommunications, or subscription-based services.

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Required the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer:
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.