Sales Manager

Sales & Contact Center Manager

Compensation: $85,000–$95,000 annually + Bonus

Employment Type: Full-Time | Direct Hire

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Location: Columbia, TN, Onsite

We are seeking an experienced, results-driven Sales & Contact Center Manager to lead an established team within a growing, service-focused organization. This position is ideal for a hands-on leader who thrives in a fast-paced environment, understands the importance of operational efficiency, and has a proven ability to improve performance through coaching, analytics, and strategic leadership.

The successful candidate will oversee daily contact center operations, support sales and customer service initiatives, and drive measurable improvements in productivity, service quality, and conversion rates.

This opportunity offers the chance to lead a tenured, collaborative team while identifying opportunities to strengthen processes, enhance employee development, and support long-term business objectives.

Key Responsibilities

• Oversee daily operations of customer service, inside sales, and support teams, ensuring productivity, efficiency, and service excellence.
• Monitor and evaluate key performance indicators (KPIs), including call volume, conversion rates, response times, quality assurance scores, and overall team performance.
• Analyze operational data and identify trends, opportunities for improvement, and strategies to increase sales effectiveness.
• Provide hands-on leadership, coaching, and performance management to employees and supervisors.
• Develop and implement initiatives to improve employee engagement, customer satisfaction, and departmental results.
• Manage staffing, scheduling, workload distribution, and service-level expectations.
• Collaborate with leadership to establish performance goals, streamline workflows, and improve operational processes.
• Support employee onboarding, training, and ongoing professional development.
• Partner with internal teams to ensure adherence to company policies, industry regulations, and quality standards.
• Prepare performance reports and communicate departmental results, challenges, and recommendations to senior leadership.
• Identify opportunities to strengthen sales conversion, customer retention, and overall service delivery.

Qualifications

• Proven management experience within a call center, contact center, customer service, or inside sales environment.
• Strong understanding of contact center operations, workforce management, and performance metrics.
• Demonstrated success coaching, developing, and motivating teams to achieve measurable results.
• Experience analyzing operational data, tracking KPIs, and implementing performance improvement strategies.
• Ability to balance sales objectives with customer service excellence and operational efficiency.
• Strong leadership, communication, problem-solving, and organizational skills.
• Experience managing both experienced employees and developing team members.
• Proficiency with Microsoft Office, reporting tools, and CRM systems.

Preferred Qualifications:

• Experience in healthcare, insurance, financial services, or another regulated, customer-focused industry.
• Familiarity with compliance requirements, licensing processes, or regulated sales environments.
• Experience developing employee incentive programs, sales initiatives, or team performance strategies.
• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Health insurance licensing or willingness to obtain applicable licensing.

What We Offer

• Competitive base salary of $85,000–$95,000.
• Additional manager-level bonus opportunity.
• Established team with strong employee tenure and a collaborative culture.
• Opportunity to work closely with senior leadership and influence departmental performance.
• A leadership position offering both operational responsibility and strategic involvement.
• Opportunity to make a measurable impact through employee development, process improvements, and performance initiatives.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.