[Hiring] Senior Manager - Telesales @37a8a588-3f2d-4f06-b6c3-460dc8a6fd09

Role Description

The Senior Manager, Telesales owns revenue, conversion, and team performance for Telrite's inbound sales queues across PureTalk and H2O Wireless. The role leads supervisors and frontline sales agents, partners with Workforce Management on staffing, and turns call and conversion data into action.

Key Responsibilities

• Sales performance and strategy
  • Own monthly and quarterly targets for gross adds, conversion rate, and revenue per call across all brands.
  • Build and execute sales strategies for new activations, plan upgrades, device sales, ports, and add-on features.
  • Identify conversion gaps by brand, channel, offer, and agent, and launch corrective action plans.
  • Partner with Marketing on campaigns, promotions, and offer launches, and ready the floor before each goes live.
• People leadership
  • Lead, coach, and develop Telesales Supervisors; set clear expectations and hold regular 1:1s.
  • Drive a performance culture through scorecards, incentive programs, contests, and recognition.
  • Manage performance improvement plans and terminations with HR.
  • Build a bench of future supervisors through structured development.
• Operations and workforce partnership
  • Partner with Workforce Management on forecasts, schedules, intraday staffing, and break adherence.
  • Monitor service level, answer rate, AHT, adherence, and occupancy, and adjust coverage to protect sales.
  • Coordinate with outsourced vendor partners where sales volume is shared, holding them to the same KPIs.
• Quality, compliance, and training
  • Ensure sales practices meet FCC and CPNI requirements.
  • Own the sales QA framework with Quality: call monitoring, calibration, and coaching follow-through.
  • Work with Training to design new-hire and ongoing sales curriculum, scripts, rebuttals, and product knowledge.
• Reporting and analysis
  • Deliver daily, weekly, and monthly performance reporting to senior leadership.
  • Use CRM and BI data to find trends, test changes (scripts, offers, routing), and measure results.
  • Manage the telesales budget, including headcount, overtime, and incentive spend.

Key Performance Indicators

• Success is measured on revenue outcomes first, with efficiency and quality as guardrails.
• KPI - What it measures
  • Gross adds / sales volume - New activations and ports against target, by brand.
  • Conversion rate - Sales ÷ handled inbound sales calls.
  • Revenue per call / per hour - Value generated per contact and per paid agent hour.
  • Attach rate - Add-ons, devices, and plan upgrades per sale.
  • Early churn/cancellation rate - Sales that cancel or fail to activate within 30 days.
  • QA and compliance score - Share of audited calls meeting sales and regulatory standards.
  • Service level and abandonment rate - Speed of answer on inbound sales queues.
  • Schedule adherence - Agents in the right state at the right time.
  • Agent attrition - Voluntary and involuntary turnover on the sales team.

Qualifications

• 5+ years in contact center sales, with 3+ years managing supervisors or multiple teams.
• Proven record of hitting or beating sales targets in a high-volume inbound environment.
• Working knowledge of contact center metrics (conversion, AHT, service level, adherence, occupancy) and how they drive revenue.
• Hands-on experience with a CRM, an ACD platform, and Excel or a BI tool for performance analysis.
• Knowledge of FCC and CPNI consumer-protection rules.
• Strong coaching, communication, and conflict-resolution skills.

Preferred Qualifications and Competencies

• Bachelor's degree in Business or a related field.
• Wireless, MVNO, prepaid, or telecom sales experience.
• Experience managing outsourced vendor partners to shared KPIs.
• Background in workforce management or sales analytics.

Core Competencies

• Results orientation - sets ambitious targets and owns the outcome.
• Data fluency - reads the numbers, finds the root cause, and acts on it.
• Coaching and talent development - grows supervisors who grow agents.
• Integrity - sells the right plan the right way, every call.
• Cross-functional influence - works well with WFM, Marketing, Quality, Training, and IT.

Working Conditions

• This position is a remote, independent contractor (1099) engagement.
• Flexibility to provide evening and weekend support as needed, particularly during peak promotional periods, product launches, and other critical business initiatives.
• Occasional travel of up to 10% may be required to Telrite office locations or vendor sites.

Telrite is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Independent Contractor Classification: This position is intended to be structured as an independent contractor engagement. Contractor classification will be determined in accordance with applicable federal and state laws, based on the nature of the working relationship and the degree of independence exercised in performing the contracted services.