Call Center Sales Manager📍 Arlington Heights, IL
Lead the team that drives growth, revenue, and customer experience.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 DoAs 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 metrics to ensure strong customer experiences
- Optimize AI workflows, scripts, and escalation processes
- Ensure AI systems support company goals while maintaining a high standard of customer care
After-Hours Operations- Be available 24/7 to support escalated after-hours calls when needed
- Oversee after-hours call handling processes
- Ensure emergency calls and high-priority customer needs are addressed promptly
- Continuously improve after-hours procedures to maximize customer satisfaction and booking opportunities
🎯 What We're Looking For- Previous call center management, customer service leadership, sales management, or dispatch management experience
- Proven ability to coach, develop, and inspire high-performing sales and customer service teams
- Strong understanding of sales processes, call conversion, and customer experience management
- Ability to drive team performance and achieve business goals and objectives
- Experience managing KPIs, scorecards, and performance accountability systems
- Experience creating and implementing training programs
- Ability to leverage technology, automation, and AI tools to improve operational performance
- Strong analytical mindset with the ability to make data-driven decisions
- Excellent leadership, communication, and presentation skills
- Comfortable holding team members accountable while developing their skills
- Detail-oriented, highly organized, and able to multitask in a fast-paced environment
- Proficient with Microsoft Office, including Excel, Word, and PowerPoint
- Experience with CRM, call center, or dispatch software preferred
- Experience in home services, plumbing, HVAC, electrical, or related service industries preferred
