Customer Service and Outbound Sales Manager

Basic Responsibility Overview

Responsible for the daily leadership and operational performance of the inbound Customer Service team and the remote Outbound Sales team. This role is the primary accountability point for team performance, process execution, and culture across both departments. The ideal candidate is a change agent: someone who leads through ambiguity, drives improvement without being asked, and takes full ownership of outcomes.

Major Areas of Responsibility

• Leads and develops both teams.

- Manages ~10 customer service associates year-round; up to 20 during peak seasonal periods

- Manages 10+ fully remote outbound sales representatives

- Conducts regular one-on-ones, coaching sessions, and performance conversations

- Maintains accountability for scheduling, attendance, and daily adherence

- Supports hiring and onboarding during seasonal ramp periods

- Adapts leadership approach to effectively manage across in-office and remote environments

• Oversees inbound customer service operations.

- Monitors daily workflow and team performance against established standards

- Tracks call center metrics: volume, abandonment rate, agent availability, break and login adherence

- Resolves escalated customer issues in a timely and professional manner

- Builds and adjusts staffing schedules based on business demand and seasonal trends

• Supports and monitors the remote Outbound Sales team.

- Maintains visibility into territory activity, rep engagement, and customer coverage

- Supports KPI tracking and performance accountability across all sales reps

- Partners with leadership to identify inefficiencies and drive corrective action

• Maintains reporting and operational visibility.

- Produces and distributes daily, monthly, and quarterly performance reports for both departments

- Tracks KPI trends and surfaces issues requiring action

- Supports development of operational dashboards

- Identifies process gaps and drives resolution

QUALIFICATIONS

Leadership & Character

• Demonstrated experience leading teams in a fast-paced, evolving environment
• Functions as a change agent: identifies what isn’t working and drives improvement proactively
• Takes full ownership of team outcomes; does not deflect or wait to be directed
• Sets clear expectations and holds people accountable without losing the relationship
• Operates with urgency, consistency, and professionalism across all situations

Skills & Experience

• Previous leadership or management experience required
• Customer service experience preferred; operational team management strongly preferred
• Strong organizational, analytical, and communication skills
• Proficiency in Microsoft Office: Excel, Outlook, Teams, PowerPoint
• Ability to learn and navigate ERP and CRM systems; NetSuite experience a plus

Education

• High school diploma or equivalent required; post-secondary education preferred

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Required)
• Sales Management: 2 years (Required)

Location:

• Lewisburg, TN 37091 (Preferred)

Ability to Commute:

• Lewisburg, TN 37091 (Required)

Work Location: In person