Team Manager - Inbound Sales

Description

The Inbound Call Transfer Sales Team Manager leads a team of up to 25 inbound sales agents and drives achievement of hourly, daily, weekly, monthly, and annual sales, conversion, revenue, quality, productivity, and customer‑experience goals.

The Team Manager monitors performance, provides real‑time sales support, conducts call reviews, coaches agents on closing sales, creates development plans, recognizes performance, and manages accountability through approved processes.

This role oversees daily workforce and operational execution, including team readiness, schedule adherence, attendance, agent availability, timekeeping, payroll and PTO processes, daily lineups, documentation, appraisals, corrective actions, and customer escalations.

The Team Manager builds an engaged, accountable, and performance-driven culture while supporting onboarding and sales‑floor readiness. The position ensures compliance with approved sales practices, call‑handling requirements, company policies, procedures, documentation standards, and technology processes.

The Team Manager partners with Training, Workforce Management, Quality Assurance, Operations, and Leadership to identify trends, remove barriers, support business needs, and achieve program goals. Required skills include sales leadership, coaching, performance management, critical thinking, customer service, and effectively close sales when needed.

Drive team performance against established sales, conversion, revenue, quality, and productivity goals. Monitor results, provide real‑time sales support, conduct call reviews and coaching, establish development plans, recognize performance, and manage accountability through approved performance‑management processes.

Oversee daily team readiness, schedule adherence, attendance, agent availability, and workforce‑management expectations. Administer required operational processes including payroll review, PTO requests, timekeeping, daily lineups, performance documentation, corrective actions, appraisals, and customer escalations.

Create a positive, accountable, and performance-driven culture through consistent communication, mentoring, recognition, close sales when needed and engagement. Support new‑hire onboarding and transition to the sales floor by reinforcing company processes, systems, sales expectations, scheduling requirements, compliance standards, and available resources.

Maintain adherence to approved sales practices, policies, procedures, call‑handling requirements, documentation, and technology processes. Partner with Training, Workforce Management, Quality Assurance, Operations, and Leadership to identify trends, address business needs, remove operational barriers, and support achievement of program goals.

• Two years of sales experience required
• High School Diploma or GED equivalent
• Leadership in a Call center sales in the Timeshare/Hospitality industry a plus

• N/A

• Proficient in Microsoft Office
• Excellent written and verbal communication skills
• Maintain an upbeat, positive, and motivated demeanor
• Able to read/write/speak the English language, Spanish a plus
• Able to maintain required sales percentage per week
• Able to work a variable schedule, including evenings and weekends, based on call center needs

While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift up to fifteen pounds. Specific work…