Senior Manager, Contact Center Sales Lead

2 weeks ago


Rocklin, California, United States First Tech Federal Credit Union Full time
Senior Manager, Contact Center Sales

The Senior Manager, Contact Center Sales & Service is responsible for leading a high-performing team of Representatives in a fast-paced, multifaceted inbound call center. This role requires strong leadership and management skills, as well as the ability to analyze data and drive strategic direction.

Key Responsibilities:
  • Lead cross-functional meetings and effectively manage change in a fast-paced environment.
  • Monitor and coach CC Sales and Service Managers in quality, productivity, employee relations, and overall work performance.
  • Develop and implement professional growth plans for team members.
  • Articulate and demonstrate company standards, member service, accountability, accuracy, and sales.
  • Provide operational, technical, and soft-skill support to Inbound Call Center Representatives.
  • Analyze statistics and reporting to identify opportunities and initiate action plans.
  • Assign and implement strategic sales plans to achieve organizational goals.
Requirements:
  • Bachelor's degree preferred.
  • Minimum 7 years' experience in a contact center or financial services industry, including 4 years in a leadership role.
  • Proven people management and development skills.
  • Ability to use data and analytics to drive strategic direction.
  • Strong business communication skills.
Benefits:
  • Traditional medical, dental, and vision coverage.
  • 401K matching up to 5% per pay period.
  • Up to 17 days of Paid Time Off in the first year.
  • 11 paid federal holidays.


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