Manager, Outbound Sales Operations & Development (Call Center)

Group Voyagers

9h•Hybrid

About The Position

The Sales Manager is responsible for driving growth through strategic sales planning, team leadership, and thoughtful customer engagement. The role combines traditional sales management with modern digital strategies, data-driven decision-making, and cross-functional collaboration to deliver elevated and exceptional results. This role reports to the Senior Manager, Sales Development in Customer Sales.

Requirements

3–5 years in a management role within a multi-channel sales contact center or outbound sales environment with proven success managing sales teams and leaders.
Success exceeding sales goals & implementing new strategies.
Strong analytical skills with expertise in data interpretation, reporting, and decision-making.
Ability to lead through change and drive technology adoption.
Passion for leadership development, coaching, and continuous improvement.
Proactive, outside of the box forward-thinking, and results-driven mindset.
Experience with process improvement and change management methodologies.
Proficiency in Microsoft Office, CRM systems, and call center technologies.

Nice To Haves

Travel industry experience helpful
Experience using systems such as MS Dynamics or similar CRM

Responsibilities

Lead and inspire the Outbound Sales Call Center team with a shared vision, collaborative approach, and a forward-thinking mentality.
Adapt to change and contribute to strategic sales planning for future growth.
Contribute to strengthening company and department core values & culture. And foster employee & customer happiness.
Drive performance through effective coaching of both Supervisors & Vacation Planners, to exceed sales goals, successful pipeline management, and focus on an exceptional customer experience.
Collaborate with leadership to improve processes, drive sales, production and enhance efficiency.
Prioritize and manage multiple projects in a fast-paced environment.
This role will continue to grow and evolve in supporting Outbound Sales.
Expected to work in office in Denver, Colorado at least quarterly: 4-6 times annually.
Lead and develop the Outbound Sales team comprised of two Supervisors and ~25 associates.
With a focus on sales goals and the future, support Supervisors in hiring, coaching, sales skill development, discipline, and terminations. Guide Supervisors in staffing and recruiting to meet business needs.
Analyze team structure and associate capabilities to optimize performance.
Strong focus to increase passenger deposits / sales.
Improve lead qualification and opportunity won percentages.
Boost complete sales and upsells.
Drive adoption of new performance metrics and CRM capabilities.
Partner with training in designing ongoing sales and skill development programs.
Oversee daily sales operations with Supervisors, including lead management, call quality, scheduling, etc.
Ensure sales opportunities (leads, calls, chats, email, text) are worked fully by associates & managed by Supervisors.
Maintain CRM pipeline health to support sales goals & identify training needs.
Monitor KPI’s; sales deposits, lead qualifying %, opportunity won %, call quality, etc. Provide reports to leadership & team.
Leverage call quality software to track, qualify, and develop strategies to improve achievement of metrics. Oversee daily operations with Supervisors, including lead management, call quality, scheduling, etc.