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
1. 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.
1. 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.
1. 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.
1. 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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