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Call Center Sales Manager

4 months ago

Nashville, United States Virtual Full time
Our client, based in Nashville, TN, is looking to hire a direct hire, hybrid,  Outbound Call Center Manager. This is a great opportunity to join a well-known organization, with strong retention, within the music and entertainment space.

Duties:
  • Oversee day to day team activities for the Licensing Representatives and Senior Licensing Representatives in an outbound call center setting .
  • Oversee staff telephonic presentations and monitor communications, product knowledge and sales techniques.
  • Intervene and handle difficult calls on an as needed basis.
  • Conduct performance reviews to evaluate productivity and improve workflow.
  • Monitor and analyze inquiry and complaint trends, market trends; recommend responses.
  • Develop and coordinate team meetings and training activities.
  • Schedule and manage staff and workflow.
  • Ensure productivity levels are maintained or exceeded.
  • Recognize outstanding performance and recommend opportunities for growth.
  • Assist with administering career development plans.
  • Coaches and develops Licensing Representatives, and Senior Licensing Representatives through coaching and 1:1’s.
  • Collaborates, provides feedback and support for department processes, culture and areas of opportunity; (i.e. system feedback, processes change recommendations, participation in activities and meetings etc.)
  • Provide feedback and information to training in order to develop and refine scripts and training.

Requirements
  • Outbound Call Center Management experience is required
  • Bachelor’s degree required
  • Management of CRM campaigns, metrics and call volume in a multi-channel call center
  • 3-5 years minimum experience in an Outbound Call Center Management role
  • Salesforce experience preferred
  • Understanding of Licensing process ideal but not required

Title: Call Center Manager
Location: Nashville, TN
Schedule: HYBRID 
Compensation: Depends on Experience