Scope of Work (SOWs)
Own revenue and conversion as the primary mandate - directly accountable for the team's total sales output, conversion rate, and revenue-per-agent targets, not just operational uptime.
Manage a 20+ agent Contact/Call Center team, including Team Leaders, with performance management structured around sales results first, service metrics second.
Oversee Call and Chat channels across both Inbound and Outbound operations, actively converting every inbound service interaction into a sales opportunity, not just resolving it.
Maintain distinct KPI and coaching standards for Inbound vs. Outbound agents, reflecting their different revenue weighting and risk profiles (Inbound blends service and selling; Outbound is selling-led).
Own the full lead lifecycle - allocation → contact → follow-up → conversion - with direct accountability for minimizing lead leakage and maximizing conversion at every stage of the funnel.
Design and continuously refine sales scripts, objection-handling frameworks, and upsell/cross-sell flows for both inbound and outbound channels - not just service call/chat flows.
Set and manage individual and team revenue targets, incentive structures, and sales contests/campaigns to drive agent performance beyond baseline quota.
Manage Call/Chat Quality & QA with a sales-effectiveness lens - QA scoring should assess conversion technique and needs-based selling quality, not only compliance/service tone, while still penalizing pressure-tactic or mis-selling behavior.
Lead forecasting and capacity planning tied to revenue targets - volume forecast, staffing, shifts, and headcount requirements should be modeled against sales targets and conversion rates, not just contact volume.
Own SOPs, escalation processes, and continuous process improvement, with a standing mandate to identify and close conversion gaps across the funnel.
Monitor and report on sales-first KPIs, prioritized as: Conversion Rate, Sales per Agent, and Revenue Attainment, followed by Contact Rate, SLA, Response Time, Abandon Rate, Missed Calls, Complaint Rate / Mis-selling Rate, and Productivity.
Coach and develop Team Leaders and agents specifically on sales technique, conversion coaching, and pipeline/lead management - not only service quality and call handling.
Requirements
Minimum 5 years of experience in Call Center, Contact Center,
Telesales, or Sales Operations, with demonstrated ownership of revenue or conversion targets (not purely service/support management).
Proven experience managing 20+ agents in a high-volume sales environment, with a track record of hitting or exceeding revenue/conversion targets.
Demonstrated experience building or running lead management and conversion funnels (allocation, follow-up cadence, lead scoring, leakage reduction).
Preferred background in Healthcare, Insurance, or similar large-scale service/
telesales industries, ideally with direct sales or upsell accountability in that background, not only service delivery.
Strong leadership, coaching, and performance management skills, specifically in coaching agents on sales technique and conversion, not only service quality.
Strong analytical skills - comfortable building and interpreting sales funnel reports, forecasting revenue against capacity, and diagnosing conversion drop-off points.