American Management Association Intl.

Manager, Call Center

Location US-NY-Saranac Lake
Posted Date 5 months ago(9/22/2017 4:59 PM)
Job ID
# Positions
Sales - Management


This position is responsible for managing the day-to-day operations of a team of Outbound Telesales Representatives. The Manager will coach, deploy management initiatives, and develop sales practices to achieve monthly, quarterly and annual sales targets.



  1. Establishes and meets/exceeds sales goals and objectives in production, revenue and quality.
  2. Generates and analyzes reports throughout to make appropriate program changes, as needed to manage productivity. 
  3. Reviews performance and production reports to ensure that goals are being met. 
  4. Develops a high performance team by acting as coach and mentor to staff.
  5. Develops and directs reward and/or recognition programs to motivate personnel toward sales objectives; ensures that appropriate rewards and recognition programs are implemented on a continuing basis, for all teams.
  6. Leads by example.
  7. Evaluates quality monitoring sessions as needed, to ensure improved Rep. performance, provides immediate coaching and calibration sessions.
  8. Ensures efficiency and overall accuracy of sales verification process within the contact center, as appropriate.
  9. Meets with direct reports and supervisory team regularly to review current programs and team performance, obtain feedback, evaluate and adjust procedures, and to review upcoming programs.
  10. Develops a proactive sales environment, where marketing/sales campaigns are implemented and focused on achieving results.
  11. Manages outbound KPI’S to ensure effective and efficient Rep. performance.
  12. Partners effectively with marketing to provide feedback from the customer, and communicates marketing needs for sales support.
  13. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  14. Provides communication and follow-up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  15. Must be able to travel if necessary.
  16. Performs other duties as assigned.




  • Bachelor's degree in Business Administration or Marketing preferred.

  • 4+ years business-to-business telemarketing or sales call center management experience, with a proven ability to lead, train, coach, and motivate staff to exceed aggressive sales targets.

  • Proficiency in Microsoft Word, Excel and PowerPoint, with an emphasis on creation, design & maintenance of spreadsheets.

  • Knowledge of internal computer/operating systems, ACD technology, CRM applications, and/or sales force automation a plus.

  • Good decision making abilities and sound judgment, resourceful and well organized.

  • Excellent demonstrable verbal and written communication skills.

  • Experience in designing, deploying, and managing sales contests and reward programs for staff.

  • Experience in team management and development. 

  • Professional and enthusiastic demeanor.

  • Proven ability to sell and grow market share.

  • Willingness to learn.

  • Strategic thinker/problem solver.

An EEO/AA Employer - M/F/Individuals with Disabilities/Veterans - an ADA compliance organization


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