The Call Center Manager will lead and oversee the daily operations of the outbound sales and telemarketing call center, ensuring the team consistently meets sales targets, quality standards, and productivity goals. This role is responsible for managing a team of Team Leaders and Sales Agents, driving performance through coaching and data-driven decision-making, and maintaining a high-energy, results-oriented culture that motivates agents to exceed conversion and revenue targets.

Key Responsibilities

Sales Performance & Operations

Oversee day-to-day outbound sales/telemarketing operations, ensuring campaigns run efficiently and hit daily, weekly, and monthly sales targets. Monitor key performance indicators such as conversion rates, calls per hour, talk time, and revenue generated, and take corrective action when targets are at risk. Develop and refine call scripts, sales strategies, and objection-handling techniques in partnership with training and quality teams.

Team Leadership & Coaching

Recruit, train, and supervise Team Leaders and Sales Agents, fostering a high-performance and motivated sales floor. Conduct regular one-on-one coaching sessions, call calibrations, and performance reviews to help agents improve conversion rates and close ratios. Design and implement incentive programs, contests, and recognition initiatives to sustain agent motivation and reduce attrition.

Workforce & Resource Management

Manage staffing levels, schedules, and shift coverage to align with campaign volume and client requirements. Partner with Workforce Management and Recruitment teams to forecast headcount needs and manage attrition proactively. Ensure agents have the tools, scripts, dialer access, and lead lists needed to perform effectively.

Quality Assurance & Compliance

Ensure all sales calls comply with company policies, client guidelines, and relevant regulations (e.g., data privacy, telemarketing/do-not-call rules). Work closely with the Quality Assurance team to monitor call quality, scriptadherence, and customer experience standards. Address compliance issues, escalations, and disputes promptly and professionally.

Client & Stakeholder Management

Serve as the primary point of contact for client campaigns, providing regular performance updates and insights.

Analyze campaign results and present recommendations to clients or senior management to optimize sales strategy and ROI. Manage client expectations and resolve any service delivery concerns.

Reporting & Continuous Improvement

Prepare and present regular performance reports, dashboards, and forecasts to senior leadership. Identify trends, bottlenecks, and opportunities for process improvement using call data and CRM/dialer analytics. Stay current on industry best practices, competitor strategies, and emerging sales techniques.

Qualifications:

In terms of experience, candidates should have a solid background managing an outbound sales, telemarketing, or BPO callcenter team, with a track record of meeting or exceeding sales targets. Strong leadership and people-management skills areessential, along with the ability to coach agents on sales techniques, objection handling, and closing strategies. Candidates should be comfortable working with dialer systems, CRM platforms, and call center analytics tools, and be able to interpret performance data to drive decisions. Excellent English communication skills (written and verbal) are required, along with the flexibility to work shifting schedules, including night shifts, to support international clients across different time zones. A background in leading unionized or non-unionized teams in a fast-paced, target-driven sales environment is a strong plus.

Required tools: JustCall and PropStream. Salesforce experience is not required.

Key Skills & Competencies

Some of the core competencies for this role include: strong sales leadership and coaching ability, data-driven decision-making, excellent communication and interpersonal skills, conflict resolution and problem-solving, resilience under pressure and target-driven mindset, proficiency with CRM/dialer/reporting tools, and strong organizational and time-management skills.

Client should be very well versed in Propstream for pulling data, and JustCall power dialer, as well as other ways to pull scrubbed data and other dialers as needed.

Work Environment

This role is based in a fast-paced, metrics-driven call center environment in the Philippines, typically supporting outbound sales campaigns for international or domestic clients. The position may require working night shifts or rotating schedules to align with client time zones, and regular presence on the sales floor to actively monitor and support the team.

Pay: Php103,499.00 per month

Benefits:

• Work from home

Work Location: Remote