Call Center Manager (US Shift, WFH)

Thrivemodal; Philippines; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Thrivemodal in the Philippines is seeking a Call Center Manager to lead the outbound sales and telemarketing center, drive daily operations, and ensure targets are met across campaigns.

You will coach Team Leaders and Agents, optimize scripts, monitor KPIs, and coordinate with QA and client stakeholders to improve ROI and customer experience.

Qualifications

• 5+ years in outbound sales, telemarketing or BPO call center management.
• Proven track record of meeting or exceeding sales targets.
• Strong leadership and people-management abilities.
• Excellent English communication, both written and spoken.

Responsibilities

• Oversee day-to-day outbound sales/telemarketing operations and ensure campaigns hit targets.
• Monitor KPIs (conversion rates, calls per hour, talk time, revenue) and take corrective action.
• Recruit, train, and supervise Team Leaders and Sales Agents; conduct coaching and performance reviews.

Skills

Leadership

Coaching

CRM & Dialer

Data analysis

Tools

JustCall dialer

Propstream

CRM platforms

Job description

The Call Center Manager will lead and oversee the daily operations of the outbound sales and telemarketing call center, ensuring the team consistently meets sales targets, quality standards, and productivity goals.

Key Responsibilities

• Oversee day-to-day outbound sales/telemarketing operations, ensuring campaigns run efficiently and hit daily, weekly, and monthly sales targets.
• Monitor key performance indicators such as conversion rates, calls per hour, talk time, and revenue generated, and take corrective action when targets are at risk.
• Develop and refine call scripts, sales strategies, and objection-handling techniques in partnership with training and quality teams.

Team Leadership & Coaching

• Recruit, train, and supervise Team Leaders and Sales Agents, fostering a high-performance and motivated sales floor.
• Conduct regular one-on-one coaching sessions, call calibrations, and performance reviews to help agents improve
  conversion rates and close ratios.
• Design and implement incentive programs, contests, and recognition initiatives to sustain agent motivation and reduce attrition.

Workforce & Resource Management

• Manage staffing levels, schedules, and shift coverage to align with campaign volume and client requirements.
• Partner with Workforce Management and Recruitment teams to forecast headcount needs and manage attrition proactively.
• Ensure agents have the tools, scripts, dialer access, and lead lists needed to perform effectively.

Quality Assurance & Compliance

• Ensure all sales calls comply with company policies, client guidelines, and relevant regulations (e.g., data privacy, telemarketing/do-not-call rules).
• Work closely with the Quality Assurance team to monitor call quality, script adherence, and customer experience standards.
• Address compliance issues, escalations, and disputes promptly and professionally.

Client & Stakeholder Management

• Serve as the primary point of contact for client campaigns, providing regular performance updates and insights.
• Analyze campaign results and present recommendations to clients or senior management to optimize sales strategy and ROI.
• Manage client expectations and resolve any service delivery concerns.
• Prepare and present regular performance reports, dashboards, and forecasts to senior leadership.
• Identify trends, bottlenecks, and opportunities for process improvement using call data and CRM/dialer analytics.
• Stay current on industry best practices, competitor strategies, and emerging sales techniques.

Qualifications

• Candidates should have a solid background managing an outbound sales, telemarketing, or BPO call center team, with a track record of meeting or exceeding sales targets.
• Strong leadership and people-management skills are essential, along with the ability to coach agents on sales techniques, objection handling, and closing strategies.
• Candidates should be comfortable working with dialer systems, CRM platforms, and call center analytics tools, and be able to interpret performance data to drive decisions.
• Excellent English communication skills (written and verbal) are required, along with the flexibility to work shifting schedules, including night shifts, to support international clients across different time zones.
• A background in leading unionized or non-unionized teams in a fast-paced, target-driven sales environment is a strong plus.
• Strong sales leadership and coaching ability
• Excellent communication and interpersonal skills
• Conflict resolution and problem-solving
• Resilience under pressure and target-driven mindset
• Proficiency with CRM/dialer/reporting tools
• Strong organizational and time-management skills.
• Candidate should be very well versed in Propstream for pulling data, and JustCall power dialer, as well as other ways to pull scrubbed data and other dialers as needed.