Our Call Center Sales Manager is a dynamic leader who works closely with the Sales and Operations teams to maximize conversions of self-storage leads into rentals. As a new and pivotal role within our organization, this position offers a unique opportunity to shape the future of our call center operations. The Call Center Sales Manager will spearhead the development of innovative strategies, build scalable processes, and lead a high-performing team to deliver outstanding results.

REPORTS TO: Vice President of Operations 

WORK LOCATION: KO Storage headquarters office 

HOURS: Primarily weekdays, with participation in a rotating weekend schedule, as needed. Specific hours will vary based on business demands.

ASSIGNED PERSONNEL: Call Center Sales Agents

ESSENTIAL JOB FUNCTIONS

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions upon request.

SALES OPERATIONS

• Lead and manage the call center team to achieve and exceed sales conversion goals.
• Oversee the daily reservation management process to ensure accurate and timely follow-up on leads.
• Collaborate with the Marketing team to develop and implement strategies to improve conversion rates and overall team performance.
• Monitor key performance indicators (KPIs) to evaluate call center operations and identify areas for improvement.
• Analyze data and prepare regular reports on sales metrics, team performance, and operational trends.
• Utilize customer relationship management (CRM) software and other tools to track team activities and performance.
• Design and implement scalable processes to improve team efficiency and support sales growth.
• Identify opportunities for process improvements and collaborate with cross-functional teams to develop creative solutions.
• Proactively address operational challenges with innovative strategies that align with company goals.

TEAM MANAGEMENT

• Hire, train, and develop Call Center Sales Agents.
• Provide ongoing coaching and feedback to enhance individual and team performance.
• Conduct regular performance evaluations and develop personalized improvement plans where needed.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Handle escalated customer interactions, ensuring a positive resolution while maintaining company policies.

CUSTOMER EXPERIENCE

• Ensure an exceptional customer experience through professional and empathetic communication.
• Maintain consistency in sales messaging and alignment with the company’s brand standards.
• Continuously gather customer feedback and recommend improvements to processes or policies to enhance the customer journey.

REQUIREMENTS/QUALIFICATIONS

• At least 3-5 years of experience in a sales management or customer service leadership role.
• Proven track record of achieving or exceeding sales targets.
• Strong interpersonal and communication skills, both written and verbal.
• Highly organized and detail-oriented, with the ability to multitask and prioritize effectively.
• Proficient with CRM platforms, Microsoft Office Suite, and call center technologies.
• Results-driven problem solver with a focus on continuous improvement.
• Excels in a fast-paced, dynamic environment.
• Demonstrated ability to develop and refine processes to drive operational success.
• Adept at thinking outside the box to identify creative solutions in a fast-paced, evolving environment.
• Experience in change management and fostering team adaptability during the implementation of new processes.

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to work flexible hours as needed to support team operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.