Contact Center Sales Manager

About the role

The Contact Center Sales Manager will lead a multichannel contact center focused on converting inbound contacts into sales and generating additional demand through outbound outreach. The role integrates phone calls, messaging, chat and AI‑assisted conversational agents as a single commercial operation.

Key responsibilities

• Direct the commercial performance of the contact‑center channel.
• Convert inbound contacts into sales and drive outbound demand generation.
• Manage digital contact channels (messaging, chat) alongside traditional phone calls.
• Lead large sales teams, set quotas, and sustain performance despite high turnover.
• Implement daily measurement discipline on conversion and productivity indicators.
• Improve KPIs through training, scripts, incentives and process optimisation.
• Oversee quality, data integrity and regulatory compliance.

Required profile

• Bachelor’s degree in Administration, Marketing, Industrial Engineering or related field.
• At least 5 years managing contact‑center, telesales or remote‑sales operations, with a minimum of 3 years leading quota‑bearing teams.
• Proven track record of increasing conversion rates and agent productivity.
• Experience with digital contact channels (messaging, chat) and phone.
• Experience designing outbound campaigns and managing databases.
• Experience creating and administering variable compensation plans.
• Desirable: experience with AI‑assisted conversational agents and CRM/contact‑center platforms.
• Strong quota orientation, pressure tolerance and daily KPI‑driven management.

Required skills