Team Manager - Inbound Sales

The Inbound Call Transfer Sales Team Manager leads a team of up to 25 inbound sales agents and drives achievement of hourly, daily, weekly, monthly, and annual sales, conversion, revenue, quality, productivity, and customer-experience goals.

The Team Manager monitors performance, provides real-time sales support, conducts call reviews, coaches agents on closing sales, creates development plans, recognizes performance, and manages accountability through approved processes.

This role oversees daily workforce and operational execution, including team readiness, schedule adherence, attendance, agent availability, timekeeping, payroll and PTO processes, daily lineups, documentation, appraisals, corrective actions, and customer escalations.

The Team Manager builds an engaged, accountable, and performance-driven culture while supporting onboarding and sales-floor readiness. The position ensures compliance with approved sales practices, call-handling requirements, company policies, procedures, documentation standards, and technology processes.

The Team Manager partners with Training, Workforce Management, Quality Assurance, Operations, and Leadership to identify trends, remove barriers, support business needs, and achieve program goals. Required skills include sales leadership, coaching, performance management, critical thinking, customer service, and effectively close sales when needed.

Essential Duties and Responsibilities 

Lead Sales Performance & Agent Development

Drive team performance against established sales, conversion, revenue, quality, and productivity goals. Monitor results, provide real-time sales support, conduct call reviews and coaching, establish development plans, recognize performance, and manage accountability through approved performance-management processes. 

Manage Daily Workforce & Operational Execution

Oversee daily team readiness, schedule adherence, attendance, agent availability, and workforce-management expectations. Administer required operational processes including payroll review, PTO requests, timekeeping, daily lineups, performance documentation, corrective actions, appraisals, and customer escalations. 

Develop, Engage & Support the Team

Create a positive, accountable, and performance-driven culture through consistent communication, mentoring, recognition, close sales when needed and engagement. Support new-hire onboarding and transition to the sales floor by reinforcing company processes, systems, sales expectations, scheduling requirements, compliance standards, and available resources. 

Ensure Compliance & Cross-Functional Partnership

Maintain adherence to approved sales practices, policies, procedures, call-handling requirements, documentation, and technology processes. Partner with Training, Workforce Management, Quality Assurance, Operations, and Leadership to identify trends, address business needs, remove operational barriers, and support achievement of program goals.

EDUCATION and/or EXPERIENCE

• Two years of sales experience required
• High School Diploma or GED equivalent
• Leadership in a Call center sales in the Timeshare/Hospitality industry a plus

 CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

QUALIFICATIONS

• Proficient in Microsoft Office
• Excellent written and verbal communication skills
• Maintain an upbeat, positive, and motivated demeanor
• Able to read/write/speak the English language, Spanish a plus
• Able to maintain required sales percentage per week
• Able to work a variable schedule, including evenings and weekends, based on call center needs

PHYSICAL DEMANDS

While performing the duties of this job the employee may be required to sit or stand for extended periods of time.  Will be required to bend, twist, reach, push, pull, and operate office machinery.  Must be able to lift up to fifteen pounds.  Specific work assignments may change without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS

The majority of work will be performed from a designated remote location that may be climate controlled but may be exposed to inclement weather and varying degrees of temperature when travelling to designated locations connected with the job.

WORK SCHEDULE/HOURS

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.  Must be flexible to work outside of departmental operating hours.

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