Inbound Sales Call Center Manager

The Inbound Sales Call Center Manager will lead a team of inbound sales agents responsible for converting customer calls into new and updated subscriptions. This role is critical to achieving the channel's budgeted annual sales goal and supporting planned growth in call volume from Dobson's continued expansion. The ideal candidate combines strong contact-center leadership experience with a track record of driving sales conversion, agent development, and operations efficiency in a fast-growing environment.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team of inbound sales agents to achieve individual and team targets.
• Set clear performance expectations, provide timely feedback, and conduct regular performance reviews.
• Implement best-practice sales scripts, objection-handling techniques, and call-quality standards.
• Foster a collaborative, accountable, and growth-oriented team culture.
• Build staffing and scheduling plans to support call volume growth from 1,400 to 3,000 calls per month.

Sales Strategy & Execution

• Develop and execute a strategic plan for the inbound sales channel, aligned with company growth objectives and the annual sales budget.
• Own achievement of the inbound channel's monthly, quarterly, and annual sales goals.
• Monitor and improve call-to-sale conversion rates, average handle time, and other key call center metrics.
• Ensure consistent and accurate use of CRM and call center systems for pipeline, reporting, and forecasting.

Customer Experience & Quality

• Monitor live and recorded calls to ensure quality, compliance, and consistency of the customer experience.
• Resolved escalated customer issues and serve as the point of escalation for complex calls.
• Balance sales performance with customer satisfaction and retention objectives.

Cross-Functional Collaboration

• Partner with Marketing to align campaign timing, offers, and promotions with cell center capacity and staffing.
• Work with Customer Service and Operations/IT to ensure proper call routing, IVR configuration, and system reliability.
• Provide insights from customer calls to influence offer design, pricing, and product/service improvements.

Performance & Reporting

• Track key performance metrics (calls handled, conversion rate, sales by channel, APRU impact), identify risks, and implement improvement plans.
• Prepare regular reports and presentations on sales performance versus budget and forecasts.
• Ensure compliance with internal policies, sales practices, and regulatory requirements.

Qualifications

• 5+ years of inbound sales or call center experience, preferably in telecommunications or internet services.
• 2+ yeas of leadership or team-management experience in a call center or sales environment.
• Strong understanding of inbound sales metrics, conversion optimization, and call center operations.
• Proven track record and leading a team to meet or exceed sales targets.
• Exceptional communication, coaching, and performance-management skills.
• Proficiency with CRM and call center platforms (Salesforce and contact center software preferred).
• Ability to manage multiple priorities and thrive in a fast-paced, growth-oriented environment.

Preferred Qualifications

• Experience scaling a call center team to support significant call volume growth.
• Experience with workforce management, scheduling, and staffing models for call centers.
• Background in residential internet, telecommunications, or subscription-based services.

Safety Expectations

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

Environmental/Working Conditions

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

Physical Requirements

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Required the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.