Inbound Sales Call Center Manager

Dobson Fiber; Oklahoma City (OK); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Dobson Fiber is seeking a senior leader to manage an inbound sales team in a fast-moving telecom environment. You will coach agents, drive performance, and set standards for scripts, QA, and call handling to optimize conversions.

You will own staffing plans, forecasts, and collaboration with Marketing, Customer Service, and IT to ensure smooth operations and reliable CRM usage. This role emphasizes growth and customer experience.

Qualifications

• 5+ years in inbound sales or call center leadership
• Experience directing teams to hit or exceed sales targets
• Strong knowledge of call center metrics and process improvement
• Proven ability to coach, develop, and manage performance
• Experience with CRM systems and forecasting processes
• Ability to coordinate across Marketing, Customer Service, and IT

Responsabilités

• 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.

Connaissances

Inbound sales leadership

Coaching & performance management

CRM & forecasting

Call center metrics

Staffing & scheduling

Cross-functional collaboration

Outils

Salesforce

Contact center software

Description du poste

Key Responsibilities

• 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.