Call Center Sales Manager

# Call Center Sales Manager 📍 Arlington Heights, IL ## Lead the team that drives growth, revenue, and customer experience. At **S&J Plumbing**, every customer relationship starts with a phone call. We’re looking for a high-performing **Call Center & Sales Manager** who can lead, coach, and develop a team that consistently converts opportunities into booked appointments, delivers exceptional customer experiences, and drives company growth. This is more than a management position—it’s a sales leadership role. You’ll be responsible for creating a high-performance culture focused on customer experience, conversion rates, revenue growth, and operational excellence. If you’re passionate about leadership, sales, coaching, and building winning teams, we’d love to meet you. * * * ## 💰 Compensation & Benefits - **$100,000–$140,000 annually**, based on experience and qualifications - Performance bonus opportunities - **100% paid Medical, Dental & Vision Insurance** for you and your family - **401(k) with 5% company match** - Paid Time Off and paid holidays - Weekly pay - Paid training and professional development - Leadership growth opportunities - Direct access to company leadership - Opportunity to build and lead a high-performing sales and customer experience team - Stable, growing company with long-term career opportunities * * * ## 🚀 What You’ll Do As our Call Center & Sales Manager, you’ll lead the customer service, dispatch, and AI-powered communication systems that help turn every customer call into an opportunity to earn trust, book appointments, and grow the business. ### Sales Leadership & Revenue Growth - Lead and train Customer Service Representatives on proven sales and call-conversion techniques - Coach CSRs on how to sell S&J Plumbing as the right partner for customers - Create a culture focused on maximizing booking rates, customer satisfaction, and revenue growth - Train team members on consultative communication, objection handling, and relationship-building skills - Monitor sales performance and conversion metrics to identify opportunities for improvement - Develop strategies to increase booked appointments and overall call center performance - Ensure every inbound call is treated as an opportunity to earn the customer’s trust and business ### Call Center Leadership & Team Development - Lead, coach, and develop customer service representatives and dispatch personnel - Inspire both personal and professional growth within the team - Create a culture of accountability, excellence, and continuous improvement - Help employees understand how their individual contributions impact company success - Conduct regular performance reviews, coaching sessions, and training meetings - Formalize a cost-effective, measurable coaching and training platform ### KPI Management & Performance Tracking - Establish, monitor, and improve weekly company KPIs and weekly call center KPIs - Track booking percentage, conversion rates, abandoned calls, response times, revenue generated, and customer satisfaction metrics - Build scorecards and reporting systems that create accountability and measurable results - Use performance data to drive coaching, training, staffing, and operational decisions - Present performance updates and recommendations to leadership ### Dispatch & Customer Experience - Manage dispatch to ensure the right technicians are matched to the right jobs - Ensure exceptional customer service and customer satisfaction at every touchpoint - Become an expert in the local market, customer needs, and service expectations - Ensure sufficient staffing levels to support business demand and seasonal spikes - Collaborate with leadership to improve operational efficiency and customer experience - Identify process improvements that increase productivity, booked calls, and customer satisfaction ### AI Agent Management - Monitor, train, and continuously improve AI-powered customer service agents - Review AI conversations and performance metri…