Call Center Manager

Job Overview:

We are looking for a highly motivated Call Center Manager to lead our inbound sales team, oversee lead management, and drive performance through effective sales strategies. This role focuses strictly on inbound sales—there is NO cold calling or blind outreach. The ideal candidate should be experienced in managing a call center team, optimizing lead conversion from CRM, website inquiries, and WhatsApp Business, and implementing strategies to enhance sales performance and customer satisfaction.

Key Responsibilities:

✅ Call Center Leadership & Performance Management:

• Oversee and manage the inbound sales call center team to ensure efficiency and high performance.
• Implement sales strategies to improve lead conversion from CRM, website, and WhatsApp Business.
• Monitor daily call activity, customer interactions, and team productivity to optimize performance.
• Develop KPIs & performance targets for the team and ensure they are met or exceeded.

✅ Lead Management & Sales Optimization:

• Ensure timely follow-ups and high conversion rates from inbound leads.
• Monitor and optimize the use of the CRM system for lead tracking and reporting.
• Work closely with the marketing team to analyze lead quality and suggest improvements.
• Provide ongoing training to the team on best sales practices and effective communication.

✅ Customer Experience & Quality Assurance:

• Maintain a high standard of customer service and ensure the team adheres to service guidelines.
• Conduct regular call audits and provide feedback to agents for improvement.
• Ensure WhatsApp Business inquiries are handled professionally and efficiently.
• Implement strategies to improve customer engagement and satisfaction.

✅ Reporting & Strategy Development:

• Prepare weekly and monthly performance reports on inbound sales and lead conversion.
• Analyze sales data and trends to develop strategic action plans for continuous improvement.
• Work with senior management to align call center sales operations with business goals.
• Stay updated with industry best practices and new call center technologies to improve processes.

Candidate Requirements:

✔ Experience:

• Minimum 5+ years of experience in a call center sales environment, with at least 2 years in a managerial role.
• Proven track record in leading sales teams and driving revenue growth through inbound lead management.

✔ Skills & Knowledge:

• Strong leadership, coaching, and motivational skills to drive a high-performance team.
• Expertise in CRM tools, lead tracking, and WhatsApp Business for sales.
• Excellent communication, negotiation, and sales strategy skills.
• Strong analytical skills for data-driven decision-making and performance monitoring.
• Ability to train and develop sales agents to maximize efficiency and customer engagement.

✔ Education:

• Bachelor’s degree in Business, Sales, Marketing, or a related field preferred.