The Call Center Manager oversees the daily operations of the outbound sales call center, ensuring the team meets and exceeds performance targets while maintaining a positive, motivated work environment. This role requires extensive experience in international call center operations, data-driven decision-making, and team leadership. The manager will analyze performance metrics, develop effective sales strategies, and implement process improvements. A minimum of five years of call center management experience—preferably within the pharmaceutical industry—is required.
Job Title: Call Center Partnership Manager
Work Location: Chandler, AZ & Deer Valley, AZ United States
Key Responsibilities
- Lead and manage a team of at least 60 outbound sales representatives, providing coaching, mentoring, and ongoing support to enhance performance.
- Develop and execute sales strategies to achieve and exceed monthly and quarterly revenue targets.
- Analyze sales data and performance metrics using MSI reports or similar tools to identify trends, opportunities, and areas requiring improvement.
- Foster a positive, collaborative, and motivating work culture that supports employee engagement and team success.
- Monitor day-to-day call center operations to ensure compliance with company policies, procedures, and industry regulations.
- Conduct regular performance evaluations and deliver constructive feedback to drive continuous improvement.
- Collaborate with cross-functional teams, including marketing and customer service, to ensure aligned sales initiatives and consistent customer satisfaction.
- Prepare and present reports related to sales performance, team productivity, and operational efficiency to senior management.
- Travel as required for team meetings, training, or industry-related events.
Qualifications Required:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in call center management with a focus on outbound sales.
- Proven track record in international call center environments, with understanding of diverse markets and customer behavior.
- Strong proficiency in data analysis and reporting (MSI or similar tools).
- Demonstrated leadership ability with experience motivating and managing large, diverse teams.
- Excellent communication, interpersonal, and customer-focused skills.
- Ability to work in a fast-paced environment, manage pressure, and adapt to changing priorities.
- Willingness to travel as needed.
Preferred:
- Experience in the pharmaceutical or healthcare industry.
- Familiarity with CRM systems, sales performance tools, or call center software.
Compensation & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision coverage.
- 401(k) plan with employer match.
- Paid vacation, holidays, and sick leave.
- Opportunities for professional development and career advancement.
