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Inbound Sales and Service Manager
1-800 CONTACTS. Lead and develop a team in the call center through coaching, clear expectations, recognition, accountability, and leadership development.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in developing high-performing teams within a call center environment, focusing on customer experience and performance metrics. Utilizes data-driven decision-making and effective coaching to enhance team capabilities and drive business results.
Highest-signal resume keywords
Customer Service ExperienceCoaching SkillsData AnalysisPeople Management ExperienceMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceSales ManagementData AnalysisPerformance MetricsCoachingProblem SolvingCritical ThinkingOrganizational SkillsProcess ImprovementTeam Leadership
Soft Skills
CommunicationRelationship BuildingFeedback DeliveryEnergyPositivity
Tools & Technologies
Microsoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordAIAnalytics
Industry Keywords
Call CenterCustomer ExperienceFast-Paced EnvironmentSales and ServiceCustomer-Focused Culture
About the role
Key responsibilities & impact- Lead and develop a team in the call center through coaching, clear expectations, recognition, accountability, and leadership development.
- Prioritize customer experience, identify friction, listen to feedback, and improve processes.
- Own inbound business performance by understanding metrics, identifying root causes, and taking action.
- Use data and customer interactions to coach associates on behaviors that drive KPIs.
- Embrace technology, AI, analytics, and new ways of working.
- Balance sales and service priorities by identifying and solving customer needs.
- Build a high-performing, customer-focused culture and drive sales, service, and business results.
Requirements
What you’ll need- 3+ years of experience in customer service, sales, or a contact center environment.
- 1+ year of supervisory or people management experience.
- Strong coaching, communication, relationship-building, and problem-solving skills.
- Ability to use data and critical thinking to make sound business decisions and drive results.
- Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
- Ability to give and receive meaningful feedback and confidently navigate difficult conversations.
- Proficiency with Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
- Ability to work Monday–Friday from 2:00 PM–11:00 PM MST.
- Ability to work occasional weekends and holidays as needed.
- Ability to work onsite 100% during the first 4–6 weeks of onboarding, followed by a hybrid schedule of 1–4 days onsite per week as determined by your manager.
- Experience leading sales and/or service teams.
- Experience in a contact center or other fast-paced customer-focused environment.
- Knowledge of company products, systems, and processes.
- Natural people leadership and ability to develop others.
- Ability to bring energy, positivity, professionalism, and ownership to the work.
Benefits
Comp & perks- Free eye exams for your entire family
- Deep discounts on lenses, glasses, and other services
- Amazing healthcare coverage
- 401(k) match
- Flexible PTO
- Tuition reimbursement program
- In-house restaurant with highly discounted meals (Steak dinner under $6)
- Free snacks, ice cream, and drinks every day
- Full onsite gym