Call Center Manager

WHO WE’RE LOOKING FOR 

This role manages and scales a B2B call center sales team, ensuring it is revenue-driving and operationally sound. The Call Center Manager owns team effectiveness, execution, KPI accuracy, and revenue outcomes, while providing leadership with clear visibility into performance, execution gaps, and opportunities for improvement across people, process, and results. You’ll provide daily oversight, coaching, and performance management—bringing structure, accountability, and clarity to a team that thrives with strong leadership.

WHAT YOU'LL DO 

• Manage daily performance and execution of the call center sales team

• Coach, train, and develop reps through live call monitoring and recorded call reviews

• Build performance plans and hold reps accountable to activity and conversion targets

• Hire, onboard, and train new sales representatives as the team scales

• Own KPI tracking, reporting accuracy, and CRM data integrity

• Ensure consistent execution against call volume, account creation, and conversion goals

• Drive revenue growth and retail door expansion through disciplined execution

• Review department financials and profitability to assess program effectiveness

• Identify execution gaps and implement corrective actions quickly

• Improve call center processes to increase efficiency and performance

• Provide consistent weekly (and at times daily) performance updates to leadership

• Translate activity and performance data into actionable insights

• Partner closely with field sales, online sales, and in-market teams to align efforts

• Participate in quarterly planning and objective setting for the call center program

• Serve as the point person for call center performance across leadership and analytics

WHAT YOU’LL BRING 

• Minimum 5 years of call center management experience

• B2B call center leadership experience (required)

• Proven experience managing sales teams selling to retailers

• Demonstrated ownership of revenue outcomes, not just activity metrics

• Hands-on experience owning KPIs, reporting accuracy, and CRM data integrity

• Experience hiring, onboarding, and scaling call center sales teams

• Track record of improving or turning around underperforming sales teams

• Strong working experience with CRM platforms (Pipedrive, Shopify, Repsly, or comparable systems)

• Proficiency with Microsoft Suite (Excel, PowerPoint, Outlook)

• Ability to operate in a high-performance, metrics-driven environment with clear accountability

PREFERRED QUALIFICATIONS 

• Experience in CPG, retail, or consumer packaged goods environments

• Familiarity with CRM and sales enablement tools

• Experience working in fast-paced, ambiguous, or high-growth settings

• Strong cross-functional collaboration skills

• Demonstrated initiative, ownership, or leadership beyond core responsibilities

• Outgoing, analytical, and adaptable leadership style