Customer Service and Outbound Sales Manager

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 $60,000.00 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