Contact Centre Manager

Job overview

The role is responsible for managing the outbound lead calling function to support sales pipeline growth. This includes leading a team of calling agents, executing outbound campaigns, and driving performance through effective use of CRM tools and data insights. The ideal candidate will have experience in telesales operations, outbound strategy, and team leadership, with a strong focus on results and compliance.

Role & responsibilities

• Lead, coach, and manage the outbound calling team to achieve defined performance metrics (e.g., call volume, lead qualification, conversion rates)
• Monitor daily operations and address escalations to ensure smooth and efficient contact centre functioning
• Develop and implement training programs to enhance agent skills and performance
• Plan and execute outbound lead calling campaigns in coordination with Sales and Marketing teams
• Define KPIs and evaluate campaign effectiveness using CRM tools and performance dashboards
• Analyze campaign trends and recommend improvements to optimize outreach strategies and return on investment
• Establish and refine best practices for outbound call workflows, call scripts, lead qualification criteria, and follow-up mechanisms
• Identify and implement process improvements to reduce lead drop-offs and increase customer engagement
• Manage CRM and dialer tools (e.g., Salesforce, Talisma) to maximize agent productivity and reporting accuracy
• Ensure compliance with all relevant data privacy and telemarketing regulations, including DNC, GDPR, and TCPA

Preferred candidate profile

• Expertise in outbound calling strategies
• Proven leadership and team management capabilities
• Proficient in CRM systems and outbound calling tools.
• Strong understanding of lead qualification and conversion processes
• Competence in performance tracking and KPI reporting
• Experience in process optimization and workflow enhancement
• Knowledge of regulatory compliance in telemarketing (e.g., DNC, GDPR, TCPA)
• Excellent verbal and written communication skills
• Analytical and data-driven decision-making abilities
• Results-oriented and goal-focused approach