[Hiring] Manager - B2B Sales Outreach @Penbrothers

Role Description

The Call Centre Manager builds and runs the team that makes invitations by phone to accountants at small and mid-size firms across Canada (excluding Quebec) for Taxpayer Law’s monthly tax disputes CPD program. This is a white-glove, high-ticket outreach team, not a volume call floor.

• Recruit, train, coach, and manage the team.
• Own the lists and the numbers, and expect to be on the phone personally in the first months.
• Collaborate with the Director on strategy and call guides.

What You’ll Do

• Building and Coaching the Team:
  • Recruit, screen, and hire initial callers, assessing spoken English and phone presence.
  • Onboard, train, manage performance, and replace underperforming callers.
  • Develop call guides and objection handling with the Director.
  • Coach through regular call reviews and side-by-side listening.
• Lists, Cadence and the Day to Day:
  • Build and maintain call lists from public directories, firm websites, and LinkedIn.
  • Keep data clean, record outcomes, and manage recontact cadence.
  • Set daily and weekly targets and run the team to them.
  • Make calls personally during ramp-up and when the team is short.
  • Send registration links and follow-up emails promptly.
• Reporting and Systems:
  • Track dials, connects, conversations, registrations, and attendance by caller.
  • Report monthly to the Director.
  • Work with the Marketing Operations Manager on the dialer and CRM.
• Compliance and Professionalism:
  • Apply and enforce the firm’s calling rules and guidelines.
  • Ensure the team represents the law firm at all times: courteous, discreet, and confidential.

What This Role Is Not

• Not a volume call centre or BPO floor role.
• Not an inbound intake, digital marketing, content, strategy, or legal role.

Qualifications

• C1 or C2 English proficiency level / Native-level spoken and written English with a neutral accent.
• At least 3 years managing an outbound team calling North American business prospects.
• Experience building a team from scratch: recruiting, screening, writing call guides, and coaching.
• Ability to run a team on numbers and show previous team results.
• Comfortable running a team out of a CRM and dialer; polished written English for follow-up emails.
• Willingness to work a permanent overnight shift aligned to Canadian business hours.

Nice to Have

• Experience selling to or working alongside accountants, lawyers, or other professional services firms.
• Familiarity with Canadian calling and anti-spam rules.
• A network of elite English-speaking callers in Manila.
• Experience with Lawmatics or a comparable CRM.

Benefits

• Meaningful work & Growth: Opportunities to stretch and deliver excellent client experiences.
• Employee as our biggest asset: Genuine investment in career and welfare.
• Global reach & local impact: Work with high-growth startups from home.
• Powering global startups: Created 1,400 Filipino jobs empowering global startups.

Our Hiring Process & AI Disclaimer

We use AI tools to streamline our application process, including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans.