Call Center Manager

Wireless DNA Inc.; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

Wireless DNA Inc., a leading telecommunications dealer, seeks a Call Center Manager to lead a dynamic sales team in Toronto. The role involves managing team performance, developing sales strategies, and ensuring exceptional customer service. Ideal candidates will have 5-6 years of sales management experience and a strong background in team leadership and performance management.

Qualifications

• Minimum of 5-6 years of sales management experience.
• Strong leadership and team management skills.
• Experience with sales technology and CRM systems.

Responsibilities

• Lead and supervise a high-performing sales team to meet targets.
• Establish performance goals and KPIs for the team.
• Develop and implement effective sales strategies.

Skills

Leadership

Communication

Coaching

Interpersonal Skills

Sales Technology

CRM Systems

Performance Tracking

Problem-Solving

Education

Bachelor’s degree in business, sales, or related field

Job description

February 26, 2025

Wireless DNA is an exclusive authorized dealer for Rogers, Fido, and Chatr, operating 40 locations across Southern Ontario, including Toronto Pearson and Calgary airports. With a 25-year legacy built on excellence, we are committed to delivering the latest and best in telecommunication technology.

We are seeking anexperienced and results-oriented Call Center Managerto lead our growing sales team. This individual will be responsible for managing a team of agents, ensuring that targets are achieved, and maintaining high performance across the board. The Sales Manager will also oversee key performance indicators (KPIs), handle lead management, and drive team success while maintaining a focus on exceptional customer service.

Key Responsibilities:
Sales Team Leadership and Supervision:
• Lead, motivate, and supervise a high-performing sales team to meet and exceed sales targets.
• Assign leads and ensure efficient lead distribution among team members.
• Foster a positive and results-driven environment, encouraging collaboration, accountability, and self-improvement.
• Monitor team activities, provide coaching and feedback, and ensure the team maintains a high level of performance.
Performance Management and KPIs:
• Establish clear performance goals and KPIs for the sales team, ensuring they are aligned with company objectives.
• Regularly track, report, and analyze the performance of the team to assess progress and adjust strategies.
• Conduct performance reviews and implement corrective actions where necessary to improve productivity.
• Drive continuous improvement and ensure consistent sales growth by meeting individual and team KPIs.
Sales Strategy and Conversion Management:
• Develop and implement effective sales strategies to drive customer acquisition and improve conversion rates.
• Monitor sales pipelines and ensure that sales targets are being met.
• Work closely with the team to overcome sales objections and close deals.
• Support the team in overcoming challenges and maintaining a high conversion rate.
Customer Service Excellence:
• Promote a customer-first culture by setting high expectations for customer engagement and satisfaction.
• Address escalated customer concerns and work with the team to resolve complex issues.
• Identify opportunities for improving customer service quality, and implement processes to boost customer loyalty and retention.
Reporting and Data Analysis:
• Develop and maintain accurate reporting systems to track team performance metrics, including sales volumes, conversion rates, customer satisfaction, and other KPIs.
• Prepare and present regular performance reports to senior management, offering insights and recommendations for process improvement.
• Utilize data-driven insights to identify areas for improvement and refine sales strategies.

Team Development and Growth:
• Coach and mentor sales agents to enhance their product knowledge, sales techniques, and customer service skills.
• Conduct training sessions to improve team capabilities and ensure alignment with best practices.
• Actively participate in the recruitment and onboarding of new team members to build a strong, effective team.
• Foster an inclusive and positive work environment, encouraging professional growth and team development.
Collaboration:
• Collaborate with other departments (Marketing, Operations, Customer Service) to align on sales campaigns and initiatives.
• Share insights and feedback to improve product offerings, marketing strategies, and sales processes.

Qualifications and Skills:
• Experience: Minimum of 5-6 years of sales management experience.
• Skills:
◦ Strong leadership and team management skills.
◦ Excellent communication, coaching, and interpersonal skills.
◦ Proven ability to set clear goals, manage performance, and drive results.
◦ Experience in working with sales technology, CRM systems, and performance tracking tools.
◦ Ability to interpret sales data and use it to inform strategy and decisions.
• Education: Bachelor’s degree in business, sales, or related field preferred.

Other Skills:
◦ Ability to thrive in a fast-paced, high-pressure environment.
◦ Strong problem-solving and decision-making capabilities.
◦ Experience with call center operations, lead generation, and team performance management is a plus.

• 4789 Yonge St, Toronto, ON M2N 0G3, Canada