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:
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
