Call Center Manager

Summary

Join Centerfield, a leading digital marketing company, as a Sales Team Lead! In this role, you will lead and manage a virtual call center sales team, fostering a positive and collaborative environment. You will be responsible for managing sales metrics, developing sales strategies, conducting performance evaluations, and handling escalated customer inquiries. The ideal candidate possesses 5+ years of experience in a similar role, strong communication and analytical skills, and a proactive problem-solving approach. Centerfield offers a competitive salary, unlimited PTO, comprehensive benefits, and opportunities for career growth.

Requirements

• 5+ years as a lead sales representative or similar role, ideally in a verification or customer service remote call center environment
• Strong written and verbal communication skills with the ability to manage and motivate a remote team
• Willingness to engage with the employees and provide feedback in a positive and encouraging manner
• Detail-oriented with strong performance analysis skills
• Excellent organizational skills for managing multiple tasks and deadlines
• Self-starter who thrives both independently and in a team
• Team player with a big-picture mindset
• Proactive problem-solver who takes ownership and calculated risks
• Experience with Google Docs or Microsoft Office

Responsibilities

• Lead and manage a team of sales representatives in a virtual call center environment, providing guidance, support, and motivation to achieve sales targets and performance goals
• Cultivate a positive and inclusive team culture that promotes collaboration, innovation, and alignment with organizational values, ensuring a supportive and high-performing work environment
• Manage sales metrics and performance indicators, analyzing data to identify trends, opportunities, and areas for improvement
• Develop and implement sales strategies to drive revenue growth and maximize sales opportunities in the insurance marketplace
• Oversee team’s workforce management - team schedules, attendance & commissions
• Conduct regular performance evaluations and provide feedback to team members, including reviewing QA scores, optimizing their performance and discussing professional development
• Handle escalated customer inquiries and issues, demonstrating a commitment to resolving concerns and delivering exceptional customer service
• Collaborate with cross-functional teams, including quality, compliance, training and development, and operations, to support sales initiatives and drive business objectives
• Ensure compliance with all applicable regulations to maintain the integrity of sales practices and uphold ethical standards
• Stay informed about changes in call center regulations, industry trends, and competitive landscape to adapt sales strategies and tactics accordingly

Benefits

• Competitive salary + semi-annual bonus
• Unlimited PTO – take a break when you need it!
• Industry leading medical, dental, and vision plans + generous parental leave
• 401(k) company match plan – fully vested day 1
• Award winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
• Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
• Career growth – we enjoy promoting from within!