Call Center Manager – Direct-to-Consumer Sales & Lead Management
Full-Time | Leadership Position
We are seeking a highly driven, analytical, and hands-on Call Center Manager with proven experience managing direct-to-consumer (DTC) campaigns, inbound and outbound sales teams, and high-volume lead pipelines.
This is not a traditional customer service call center role. We are looking for a performance-focused leader who understands how to take a marketing-generated lead and build the systems, accountability, follow-up, and coaching necessary to convert that opportunity into a scheduled and qualified customer.
The ideal candidate is comfortable managing both people and numbers and knows how to create a culture where speed-to-lead, follow-up, call quality, conversion rates, and accountability matter.
Key ResponsibilitiesCall Center Leadership & Management
- Lead, coach, motivate, and manage a team of inbound and outbound call center representatives.
- Establish clear daily, weekly, and monthly performance expectations.
- Conduct regular one-on-one coaching, team meetings, call reviews, and performance evaluations.
- Identify performance gaps and implement corrective coaching and training.
- Create a competitive, positive, and accountable sales culture.
- Assist with recruiting, onboarding, training, and developing call center representatives.
Direct-to-Consumer Lead Management
- Oversee high-volume DTC marketing campaigns and lead pipelines.
- Ensure new leads receive immediate and consistent follow-up.
- Develop and enforce structured lead follow-up cadences across phone, SMS, and other communication channels.
- Monitor lead aging and prevent valuable opportunities from being lost due to inadequate follow-up.
- Manage inbound and outbound calling strategies.
- Work closely with marketing and leadership to evaluate lead quality and campaign performance.
- Understand the relationship between marketing spend, cost per lead, contact rate, booking rate, show rate, conversion, and revenue.
KPI & Performance Management
The Call Center Manager will be responsible for tracking and improving key performance indicators, including:
- Speed-to-lead
- Contact rate
- Call volume
- Outbound attempts
- Appointment booking rate
- Lead-to-appointment conversion
- Confirmation rate
- Show rate
- Cancellation and reschedule rates
- Agent conversion rates
- Lead source/campaign performance
- Call quality
- Revenue generated from DTC leads
The ideal candidate does not simply report numbers—they know how to identify why performance is falling short and implement a plan to improve it.
Call Coaching & Quality Assurance
- Review recorded calls regularly to evaluate quality and conversion opportunities.
- Coach representatives on discovery, rapport building, objection handling, urgency, and closing.
- Identify common objections and develop scripts and strategies to overcome them.
- Ensure representatives follow approved scripts and call-handling processes while maintaining natural conversations.
- Develop scorecards and QA standards to measure call performance consistently.
Systems & Reporting
- Maintain accurate lead statuses, dispositions, notes, and follow-up activity within the CRM.
- Ensure representatives properly document every customer interaction.
- Build and maintain call center performance reports and dashboards.
- Evaluate individual agent and overall department performance.
- Use data to identify bottlenecks and opportunities for improvement.
- Experience working with CRM, dialer, call tracking, and lead management platforms is strongly preferred.
Qualifications
Required:
- Previous management experience in a DTC call center, inside sales, lead generation, appointment-setting, or high-volume consumer sales environment.
- Proven experience managing inbound and outbound sales representatives.
- Strong understanding of DTC lead conversion and sales funnels.
- Experience managing marketing-generated leads.
- Strong knowledge of call center KPIs and performance reporting.
- Experience coaching representatives using recorded calls and measurable performance data.
- Ability to hold team members accountable while maintaining a positive culture.
- Excellent verbal and written communication skills.
- Strong organizational and problem-solving abilities.
- Comfortable working in a fast-paced, performance-driven environment.
Highly Preferred:
- Experience with high-ticket consumer products or services.
- Healthcare, dental, elective medical, home improvement, financial services, automotive, or other high-ticket DTC sales experience.
- Experience managing leads generated through Google, Meta/Facebook, social media, paid search, or other digital advertising campaigns.
- Experience with CRM and contact-center platforms such as Salesforce, Five9, or comparable systems.
- Experience building call center processes, scripts, dashboards, QA programs, and follow-up workflows.
Who Will Excel in This Role?
You may be a strong fit if you are the type of manager who:
- Looks at yesterday's numbers before being asked.
- Listens to calls to understand why conversion rates are changing.
- Coaches instead of simply criticizing.
- Understands that every lead represents marketing dollars already invested.
- Does not allow leads to sit untouched.
- Can balance customer experience with aggressive performance goals.
- Enjoys developing people and watching their numbers improve.
- Takes ownership of the department's results.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- Flexible schedule
- Paid time off
- Work from home
Work Location: Remote
