Job Summary
We are seeking a highly organized and motivated Customer Service & Outbound Sales Manager to oversee two critical teams within our organization: an inbound customer service team and a remote outbound sales team. This individual will be responsible for driving operational efficiency, maintaining performance reporting, supporting employee development, and helping create a positive, results-driven culture.

This role requires a strong leader with excellent communication skills, attention to detail, problem-solving abilities, and experience managing multiple personalities and workstyles in both in-office and remote environments.

The ideal candidate is comfortable working in a fast-paced environment, balancing customer service priorities with sales support initiatives while maintaining accountability across teams.

Key Responsibilities:

Team Leadership & Management

· Oversee daily operations for:

· Inbound Customer Service Team

· Outbound Sales (OBS) Team

· Manage approximately:

· 10 customer service associates year-round

· Up to 20 associates during peak seasonal periods

· 10+ fully remote outbound sales representatives

· Foster a positive, motivated, and team-oriented work environment

· Manage attendance, scheduling, and employee accountability

· Conduct coaching sessions and one-on-one meetings

· Support employee engagement and professional development

· Help navigate different personalities and communication styles across teams

Customer Service Operations

· Monitor inbound customer service performance and workflow

· Assist in resolving escalated customer concerns and operational issues

· Monitor call center activity, including:

· Call volume

· Abandonment rates

· Login/logout activity

· Break and lunch adherence

· Agent availability/status tracking

· Create staffing schedules based on business demand and seasonal trends

· Support hiring and onboarding efforts for seasonal customer service staff

· Ensure excellent customer experience standards are maintained

Outbound Sales Team Oversight

· Support and monitor remote outbound sales representatives

· Assist with territory management and sales performance accountability

· Maintain visibility into territory activity and customer engagement

· Support communication surrounding KPIs, goals, and sales performance

· Partner with leadership to improve efficiency and productivity across the sales organization

Reporting & Analytics

· Maintain and distribute:

· Daily reports

· Monthly reports

· Quarterly performance reporting

· Analyze KPI performance for both departments

· Track customer service metrics and sales performance trends

· Assist in building operational dashboards and reporting visibility

· Identify opportunities for process improvement and efficiency gains

Systems & Technical Requirements

· Strong proficiency in Microsoft Office applications, including:

· Excel

· Outlook

· Teams

· PowerPoint

· Ability to learn and navigate ERP and CRM systems

· NetSuite experience is a plus

· Call center or customer service software experience preferred

Qualifications

· Previous leadership or management experience preferred

· Customer service and/or call center management experience preferred

· Strong organizational and multitasking abilities

· Excellent communication and problem-solving skills

· Ability to thrive in a fast-paced environment

· High attention to detail and follow-through

· Ability to work collaboratively across departments

· Strong sense of accountability and ownership

Preferred Attributes

· Team player with a positive attitude

· Ability to motivate and develop employees

· Comfortable managing both remote and in-office teams

· Strong cultural awareness and interpersonal skills

· Ability to adapt to changing business needs and peak seasonal demands

Work Environment

· On-site position based in Tennessee

· Interaction with remote outbound sales team

· Fast-paced operational environment with seasonal volume fluctuations

Salary commensurate with experience

Pay: From $52,500.00 per year

Benefits:

401(k)
401(k) matching
Employee discount
Paid time off

Education:

Bachelor's (Preferred)

Experience:

Call center management: 2 years (Required)
Management reporting: 2 years (Preferred)
Microsoft Office: 2 years (Preferred)
NetSuite: 2 years (Preferred)
ERP and CRM System: 2 years (Preferred)

Ability to Commute:

Lewisburg, TN 37091 (Required)

Work Location: In person

CBC Group Inc

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