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 teamCoach, train, and develop reps through live call monitoring and recorded call reviewsBuild performance plans and hold reps accountable to activity and conversion targetsHire, onboard, and train new sales representatives as the team scalesOwn KPI tracking, reporting accuracy, and CRM data integrityEnsure consistent execution against call volume, account creation, and conversion goalsDrive revenue growth and retail door expansion through disciplined executionReview department financials and profitability to assess program effectivenessIdentify execution gaps and implement corrective actions quicklyImprove call center processes to increase efficiency and performanceProvide consistent weekly (and at times daily) performance updates to leadershipTranslate activity and performance data into actionable insightsPartner closely with field sales, online sales, and in-market teams to align effortsParticipate in quarterly planning and objective setting for the call center programServe as the point person for call center performance across leadership and analyticsWHAT YOU’LL BRING Minimum 5 years of call center management experienceB2B call center leadership experience (required)Proven experience managing sales teams selling to retailersDemonstrated ownership of revenue outcomes, not just activity metricsHands-on experience owning KPIs, reporting accuracy, and CRM data integrityExperience hiring, onboarding, and scaling call center sales teamsTrack record of improving or turning around underperforming sales teamsStrong 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 accountabilityPREFERRED QUALIFICATIONS Experience in CPG, retail, or consumer packaged goods environmentsFamiliarity with CRM and sales enablement toolsExperience working in fast-paced, ambiguous, or high-growth settingsStrong cross-functional collaboration skillsDemonstrated initiative, ownership, or leadership beyond core responsibilitiesOutgoing, analytical, and adaptable leadership style

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