Call Center Manager
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Job Description
Call Center Manager leading B2B call center sales team for Vivazen, a company specializing in natural performance products. Overseeing KPIs, execution, and driving revenue growth.
Responsibilities:
- Manage daily performance and execution of the call center sales team
- Coach, train, and develop reps through live call monitoring and recorded call reviews
- Build performance plans and hold reps accountable to activity and conversion targets
- Hire, onboard, and train new sales representatives as the team scales
- Own KPI tracking, reporting accuracy, and CRM data integrity
- Ensure consistent execution against call volume, account creation, and conversion goals
- Drive revenue growth and retail door expansion through disciplined execution
- Review department financials and profitability to assess program effectiveness
- Identify execution gaps and implement corrective actions quickly
- Improve call center processes to increase efficiency and performance
- Provide consistent weekly (and at times daily) performance updates to leadership
- Translate activity and performance data into actionable insights
- Partner closely with field sales, online sales, and in-market teams to align efforts
- Participate in quarterly planning and objective setting for the call center program
- Serve as the point person for call center performance across leadership and analytics
Requirements:
- Minimum 5 years of call center management experience
- B2B call center leadership experience (required)
- Proven experience managing sales teams selling to retailers
- Demonstrated ownership of revenue outcomes, not just activity metrics
- Hands-on experience owning KPIs, reporting accuracy, and CRM data integrity
- Experience hiring, onboarding, and scaling call center sales teams
- Track record of improving or turning around underperforming sales teams
- Strong 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 accountability
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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