CALL CENTER SALES MANAGER JOB DESCRIPTION

The Call Center Sales Manager owns that gap, holding direct accountability for inbound and outbound team performance across productivity metrics, quality assurance audits, and workforce scheduling. Supervision spans teams of 5 to 20 representatives and supervisors. The role sits between frontline agents and senior leadership, translating revenue goals into daily coaching plans and measurable floor outcomes.

As the Call Center Sales Manager, you direct a team of call center supervisors and representatives to hit conversion targets, maintain CSAT benchmarks, and reduce agent attrition through structured coaching and performance management. You operate with full ownership of staffing decisions, budget compliance, and sales strategy execution, working across quality assurance, training, and HR functions to sustain consistent operations.

Career Impact: Managing a team of supervisors with full hiring and termination authority gives you a documented leadership track record that carries weight when moving into Director-level operations roles.

Business Impact: When call routing, schedule adherence, and agent coaching are managed well, conversion rates improve and CSAT scores stabilize, outcomes that flow directly from this person's daily decisions.

Growth Opportunity: Ownership of QA strategy, workforce planning, and budget review in this role builds the cross-functional fluency that senior operations and VP-level positions require.

• Lead a team of call center supervisors across inbound and outbound channels to meet performance and productivity targets.
• Drive workforce planning activities including scheduling, staffing levels, and daily task assignments to match call volume.
• Coach and develop supervisors and representatives on customer service processes, sales techniques, and best practices.
• Monitor individual and team performance metrics, identify trends, and implement corrective action as needed.
• Develop and audit quality assurance strategies to maintain consistent service standards across all customer touchpoints.
• Recruit, hire, onboard, and when necessary terminate call center employees in line with HR policies.
• Prepare performance reports and present findings to upper management to support operational and strategic decisions.
• Collaborate with quality assurance, training, finance, and recruiting departments to align resources with business needs.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 3 or more years of call center management experience, with demonstrated ability to meet performance and quality targets.
• Strong knowledge of call center workforce management practices including scheduling, routing, and attendance tracking.
• Proven ability to analyze performance data, produce statistical reports, and make decisions based on metrics.
• Experience hiring, coaching, and developing sales representatives and supervisors in a call center environment.
• Effective conflict resolution skills applicable to both agent-level and customer-escalation situations.
• Excellent written and verbal communication skills with strong organizational and time management ability.
• Proficiency with standard office productivity software and familiarity with call center reporting tools.

• 5 or more years of sales management experience in an inside sales or call center environment, with P&L or budget accountability.
• Experience managing multilingual or bilingual teams, particularly English and Spanish-speaking agent populations.
• Background in a regulated industry such as insurance, healthcare, or financial services, with relevant licensing a plus.
• Prior experience writing outbound call scripts and designing lead follow-up workflows within a CRM platform.

• Agent attrition rate, reflecting how well coaching and retention practices are sustaining team stability.
• Call conversion rate per representative, measuring the direct output of daily sales coaching and supervision.
• CSAT score across monitored interactions, indicating how consistently service standards are being enforced.
• Schedule adherence percentage, showing how effectively workforce planning and routing decisions are managed.
• Time to fill open headcount, measuring recruiting process efficiency against budgeted staffing levels.
• Typical tools: CRM platforms (commonly Salesforce.com or similar); workforce management software (commonly NICE or Verint); reporting suites (commonly Excel or Google Sheets).

• Base Salary Range: $65,000 to $95,000 per year depending on team size and industry vertical.
• Bonus: Performance-based bonus of 10 to 20 percent of base, tied to team conversion and CSAT targets.
• Equity: Typically not offered at this level in general operations; may vary at growth-stage companies.
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization size.
• PTO: 15 to 20 days per year plus standard federal holidays.
• Common Perks: Incentive program budgets, agent contest funding, remote or hybrid scheduling options.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Candidates requiring reasonable accommodations during the application or interview process may request them at any time. A background check is required as a condition of employment. All candidates must be authorized to work in the United States prior to their start date.

The Call Center Sales Manager owns the full operational scope of a call center team, leading supervisors across inbound and outbound channels to improve productivity and customer satisfaction. Reporting to senior leadership, the role builds accountability culture, audits quality assurance strategies, and directly enables revenue growth through workforce direction and performance management.

Key Responsibilities

• Lead a team of call center supervisors responsible for inbound and outbound representatives.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Monitor individual and team results to identify and act on both positive and negative performance.
• Communicate key messages to ensure direct reports are informed of process changes.
• Work with departments such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure delivery of world-class service.
• Hire, coach, and terminate call center employees as needed.

Required Qualifications

• High school diploma or equivalent.
• Experience with data entry utilizing a computer.
• 2 or more years of call center experience with proven ability to meet performance and quality targets.
• Knowledge of call center systems, procedures, and workforce management practices.
• Basic knowledge of Microsoft Office Suite including Excel, PowerPoint, Word, and Outlook.
• Proficiency with computer and Windows PC applications with ability to learn new systems.
• Excellent organizational, written, and oral communication skills.
• Fluency in English, both spoken and written.

Embedded within Shea Homes' national inside sales organization, the Call Center Sales Manager provides direct supervision to a team of phone and internet sales professionals serving as the first customer contact point. Working closely with the Director and divisional sales leadership, the role oversees appointment setting, team scheduling, and metrics reporting to drive lead qualification outcomes across the nation.

Core Functions

• Provide direct supervision to phone and internet sales team focused on setting quality sales appointments.
• Maintain and improve operations by monitoring performance and tracking and analyzing team metrics.
• Set productivity, quality, and customer service standards for the team.
• Mentor, coach, and motivate online sales team on an ongoing basis.
• Monitor team calls, live chats, and email correspondence and provide feedback.
• Conduct monthly one-on-ones with each online sales team member.
• Interview, select, hire, train, and onboard new online sales consultants.
• Create team schedule and manage daily task assignments.
• Prepare metrics presentations for sales and marketing meetings and calls.
• Assist Director with creation of lead follow-up programs in Salesforce.com and Pardot.

Qualifications and Experience

• Bachelor's degree or equivalent combination of education and experience.
• Arizona and California Real Estate licenses required, with willingness to obtain if not currently held.
• 5 or more years of sales management experience in an inside sales, e-commerce, or call center environment.
• Strong knowledge of call center management including resource planning, productivity maximization, and statistics analysis.
• Highly computer proficient with experience in MS Word, Excel, and Outlook.
• Experience with CRM software, preferably Salesforce.com and Pardot.
• Strong mentoring, coaching, and motivational skills with demonstrated leadership ability.
• Ability to handle confidential information discreetly and interface with a variety of personalities.

Reporting to senior operations leadership, the Call Center Sales Manager shapes inbound and outbound sales strategies for a commercial moving and storage service center, overseeing staffing, QA processes, and CSAT performance. Partnering with Finance, Workforce Management, and internal stakeholders, the role delivers competitive sales results and operational efficiency for the Commercial customer segment.

Primary Duties

• Hold team accountable for development and enhancement of key accounts.
• Review and develop sales approaches and provide guidelines and best practices for maintaining competitive edge.
• Work with WFM to manage call routing, ensure schedule adherence, and monitor attendance and punctuality.
• Work with Finance on cost implications of staffing and strategy decisions.
• Maintain staffing levels to support business needs and manage weekly payroll review and submission.
• Analyze trends and produce statistical reports on individual performance and sales trends.
• Champion customer service initiatives focused on improving service provided to Commercial customers.
• Monitor Commercial CSAT results and make adjustments to the business as necessary.
• Manage QA process effectively including outlier management.
• Handle HR issues and policies affecting Supervisors and Representatives with effective conflict resolution.

Skills and Qualifications

• Bachelor's degree preferred, or equivalent combination of education, training, and experience.
• 8 to 10 years of experience in sales and management.
• 5 or more years of supervisory or managerial experience.
• Project management experience preferred.
• Strong understanding of KPIs, SLAs, and tools and technology used to manage them.
• Math skills sufficient to perform required financial and analytical duties.
• Effective conflict resolution skills for both customer and agent situations.
• Strong time management, planning, organizational, and multi-tasking skills.

Sitting at the intersection of sales performance and agent development, the Call Center Sales Manager leads a bilingual call center team focused on health and life insurance, driving mindset improvement and technique refinement through ongoing motivational sessions and coaching. Operating across reporting, data analysis, and floor-level support functions, the role directly enables conversion rate growth and agent retention outcomes.

Duties

• Hire, train, coach, and lead call center representatives as they provide support for customers.
• Assume responsibility of budgeting and tracking expenses.
• Monitor and improve ordering, telephone handling, and other procedures.
• Evaluate performance with key metrics such as accuracy and call-waiting time.
• Prepare reports for different departments or upper management.
• Answer representatives' questions, guide them through difficult calls, diffuse angry customers, and handle escalated issues.
• Lead team meetings and educate and coach workers regarding processes, practices, and expectations.
• Assist management team members in identifying trends and establishing call center goals.
• Prepare and analyze call center data to improve processes, allocate resources, and maximize efficiency and customer satisfaction.

Experience and Qualifications

• Minimum 3 years of successful experience as a call center sales manager.
• Health license (2-40) and Life license (2-15) preferred.
• Experience managing sales teams with a track record of meeting or exceeding sales goals.
• Experience with health and life insurance sales preferred.
• Knowledge of call center systems, procedures, and basic telephone technology.
• Proficient in Excel including Pivot Tables, V-Lookups, and Data Sorting and Filtering, and experience with CRM systems and insurance carrier enrollment platforms.
• Strong analytical, communication, organizational, and active listening skills.
• Bilingual in English and Spanish, fully fluent in both.

A key member of the Customer Service department, the Call Center Sales Manager leads a team of direct reports across workforce planning, scheduling, and daily administrative operations supporting sales and logistics functions. Collaborating across HR, operations management, and ISO compliance frameworks, the role ensures service quality standards and team performance objectives are consistently met.

Functions

• Workforce Planning: Scheduling, and staffing of employees based on work load and volume, in each of the departments.
• Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Provide quality service in following policies and responsibilities for department and ISO management expectations.
• Support and guide team leads and promote the same vision, goals, and expectations set forth by management.
• Manage associates' attendance by reviewing work hours, vacation, and sick time through Kronos.
• Write and conduct employee reviews and provide written documentation for disciplinary actions.
• Ensure local and quality objectives are being met and information is shared with the team.
• Assist in new hire interviews, orientation, and training.

Background and Experience

• Associate's degree preferred but not required.
• Prior experience leading a team of hourly associates in a fast-paced environment.
• Highly analytical with ability to communicate importance of data to teams.
• Strong coaching and guidance skills with demonstrated ability to handle competing priorities.
• Excellent computer skills including 10-key and touch typing with knowledge of Microsoft Office software.
• Self-directed, motivated, and goal-oriented with strong sense of urgency and excellent problem-solving skills.

Sustained revenue growth in a high-growth healthcare software company depends on the Call Center Sales Manager, who leads a team of 7 to 10 inside sales representatives to exceed quotas, manage pipeline in Salesforce.com, and deliver accurate forecasts to the executive team. Based within a cross-functional environment spanning marketing, account management, and executive leadership, the role drives sales process improvement and talent expansion to support business scaling.

Leadership Responsibilities

• Provide daily direction, management, and development of growing inside sales team.
• Consistently exceed individual and team sales goals and present forecasts to the executive team.
• Leverage Salesforce.com to construct, forecast, and manage sales activity and drive pipeline to meet revenue targets.
• Communicate and be accountable to company objectives and process adherence by sales team members.
• Conduct daily shadowing with sales team members to improve performance.
• Work cross-functionally with marketing, account management, and executive team to establish and improve objectives.
• Coach inside sales team on various sales and account penetration techniques to increase performance.
• Conduct monthly performance reviews to align goals and assess team for improvement.
• Recruit and make new hire decisions to expand the inside sales team.

Education and Experience

• Bachelor's degree or equivalent work experience.
• 3 to 5 years of experience managing teams and leading a highly effective sales team.
• 5 or more years of sales experience in complex solutions.
• Experience managing a growing inside sales team in the healthcare or cloud-based software space preferred.
• Experience with Salesforce.com preferred.
• Demonstrated ability to be structured, organized, take initiative, and follow up independently.
• Excellent verbal and written communication skills with ability to work closely with others.

As the Call Center Sales Manager, this role serves as the primary point of contact for all sales-related management, overseeing inbound and outbound operations including aggressive outbound dialing, inbound call handling, and deal-closing follow-up. The sales team relies on this work to consistently exceed monthly and annual targets through strong process discipline, performance monitoring, and data-driven strategy reporting directly to the company owner.

Accountabilities

• Monitor individual and team results to identify and act on both positive and negative performance.
• Accomplish call center HR objectives by hiring, training, coaching, counseling, and disciplining employees.
• Motivate the sales team by maintaining a positive energetic attitude and implementing bonuses, incentive programs, and sales contests.
• Implement sales strategies in order to exceed monthly and annual expectations.
• Monitor and evaluate sales calls and record representatives' performance.
• Report the productivity and performance of the managed team to the owner.
• Forecast and analyze sales data to support strategic decisions.

Position Requirements

• 2 or more years of call center experience.
• 4 or more years of experience managing a team.
• Proficiency with Microsoft Excel and Google Sheets.
• Excellent understanding of sales performance metrics and experience managing and improving processes.
• Proficiency with computers, software applications, and phone systems.
• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Detail-oriented with a customer service mindset.

Call Center Sales Manager delivers full budget responsibility and operational leadership over a BPO division serving real estate agent clients across Sweden and Australia, with a team of 20 staff focused on prospecting, lead management, and customer care. The work directly supports scalable and profitable operations by developing forecasting methodologies, onboarding new clients, and ensuring legislative compliance across all operating countries.

Strategic Responsibilities

• Manage the BPO business division including full budget responsibility and ensuring scalable and profitable operations.
• Work closely with the sales organization to attract and onboard new clients.
• Develop processes, procedures, and methodologies that result in accurate and timely forecasts for budget and capacity planning.
• Manage and develop BPO teams including creating training for new hires and upskilling existing staff.
• Ensure the company operates within the legislative framework of all countries Diakrit operates in.
• Enforce company rules, policies, and standards across all teams.

Professional Experience

• Proven experience successfully running and growing an outbound call center, preferably with 50 or more employees.
• Experience managing and developing people and teams.
• Strong analytical skills with ability to produce and interpret performance data.
• Passion for helping customers and building strong client relationships.
• Natural ability to influence, build rapport, and communicate at all levels.
• Ability to build and maintain client trust and listen to current and future needs.