Senior Inbound Manager (Contact Center)

Job Purpose The Contact Hub Manager/ Senior Inbound Manager oversees the daily operations, performance, and strategic development of the assigned Contact Hub. This role ensures optimal sales execution, customer satisfaction, and operational efficiency by managing people, processes, and technology. Working closely with the National Contact Hub Manager, the role drives volume growth, sales quality, and service excellence through collaboration with HR, Sales, and Marketing functions.
Key Responsibilities
1. Sales and Performance Management
Translate business strategy into actionable sales targets and KPIs for the Contact Hub.
Monitor, review, and drive sales and service performance to meet or exceed targets.
Lead data-driven performance reviews to identify gaps, trends, and improvement actions.
Ensure compliance with sales process standards and effective coverage of assigned territories.
2. People Leadership & Development
Recruit, train, coach, and develop team members to achieve high performance.
Foster a positive, motivating, and collaborative work environment.
Conduct performance assessments and career development planning (Mid-Year & End-Year).
Promote a culture of continuous learning, feedback, and accountability.
3. Fulfilment Agent Management
Oversee relationships with Fulfilment Agents (FAs) to ensure On-Time-In-Full (OTIF) delivery.
Coordinate with Area and Regional Sales Managers to optimize stock movement and order fulfilment.
Lead weekly performance dashboards with regional teams to address FA performance and challenges.
Ensure fair stock redistribution to maximize sales and outlet coverage.
4. Sales Team Operations
Manage and coordinate the entire Contact Hub team (internal and external) to deliver results.
Align area assignments and targets in coordination with the National Contact Hub Manager.
Ensure consistent call standards, productivity, and adherence to sales protocols.
Conduct daily performance huddles and drive execution discipline.
5. Coaching for Excellence
Provide ongoing coaching and mentorship to supervisors and team leads.
Foster teamwork, healthy competition, and knowledge sharing within the team.
Support TSRs with sales presentation techniques and outlet management best practices.
6. Retail & Outlet Management
Ensure comprehensive coverage of all assigned outlets per RTC standards.
Drive sales effectiveness by monitoring call lists, order generation, and service quality.
Collaborate with the field sales team to ensure OTIF delivery and outlet satisfaction.
7. Asset and Resource Management
Safeguard and maintain company assets (IT devices, wallboards, headsets, etc.).
Ensure optimal use of human, financial, and physical resources.
Enforce compliance and take corrective action on misuse or negligence.
8. Reporting & Business Insights
Track daily and monthly KPIs for TSRs and supervisors.
Produce actionable insights from dashboard data to improve performance.
Report regularly to the National Contact Hub Manager on key issues and progress.
Key Relationships
Internal: National Contact Hub Manager, HR, Field Sales, Marketing, Regional Managers
External: Third-party Contact Hub staff, Fulfilment Agents, Customers
Qualifications & Experience
Associate /Bachelor's degree in Business, Marketing, or a related field.
Minimum 5 years of relevant experience, including people management and contact-centre sales.
Strong analytical and decision-making skills with attention to detail.
Experience managing third-party vendors or outsourced teams is an advantage.
Skills & Competencies
Sales operations and performance management
Customer relationship and stakeholder management
Coaching and leadership
Data analysis and reporting
Conflict resolution and communication
Proficient in Microsoft Office Suite (Excel, PowerPoint, Teams)
Fluent in English (written and spoken)
Performance Indicators
Sales volume and value achievement
Call fulfilment rate, effectiveness, and customer conversion
Brand/SKU penetration and strike rate
Order delivery performance (OTIF)
Team engagement and retention levels
Success Profile
The ideal candidate is a result-oriented leader with a commercial mindset and hands-on operational excellence. You thrive in dynamic environments, balance strategic foresight with daily execution, and inspire your team to perform at their best.
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