Call Center Sales Manager

Sales Enablement Manager - Contact Center

The Sales Enablement Manager - Contact Center designs and implements enablement programs that improve the efficiency, effectiveness, and consistency of phone sales operations. They work closely with commercial leadership, marketing, product, IT, and CX teams to align messaging, training, and tools with business objectives.

This role is focused on equipping the sales team with the tools, training, and processes needed to excel in sales interactions. This position bridges sales strategy with execution, ensuring that sales representatives are well-prepared to engage with prospects, close deals, and meet conversion and reorder quotas.

Key Responsibilities

• Develop and implement sales enablement strategies to enhance phone sales performance, including call cadence, call scripts, objection handling, and follow-up processes.
• Analyze sales performance data to identify gaps in phone sales effectiveness and design targeted enablement programs to address them.
• Monitor and report on the impact of enablement initiatives on sales productivity, conversion rates, list penetration, and quota attainment.
• Deliver conversion and reorder quota attainment through effective collaboration and performance management of an outsourced contact center.
• Ensure dialer performance and configuration supports campaign penetration.
• Track vendor performance against KPIs, conduct root cause analysis for variances, and implement corrective actions
• Ensure consistency and alignment in messaging, processes, and compliance across the phone sales team.
• Collaborate with cross-functional teams to align sales goals with marketing campaigns, product launches, and customer success initiatives
• Create and deliver training materials such as playbooks, training videos, and role-playing scenarios tailored to phone sales scenarios.
• Manage and optimize sales tools and technologies, including CRM systems, call recording software, speech analytics and customer insights.
• Ensure the delivery of white‑glove, personalized sales experience by learning and adhering to the PureWick tone.

Required Education and Experience

• Associate's degree Bachelor's preferred
• At least 5 years' experience in Phone Sales within a contact center setting
• At least 3 years' experience leading a Phone Sales team
• Direct to Consumer experience
• Strong understanding of sales processes, methodologies, and phone sales best practices.
• Practical experience with dialer optimization and with Contact Center software and tools.
• Demonstrated ability to exceed sales goals
• Analytical skills to deep dive in KPI's and customer insights
• Experience working with multi‑channel customer support (phone, email, chat, social).
• Exceptional verbal and written communication skills with the ability to simplify complex concepts. Native English speaker.
• High empathy, emotional intelligence, and a passion for helping others.
• Strong problem‑solving skills and comfort with technical troubleshooting.
• Ability to work in a regulated environment and handle sensitive health information responsibly.
• Urology, incontinence, and PureWick experience is a plus.
• Multi-task oriented. Able to manage multiple customers with strong organizational skills. Able to assess problems and overcome objections.
• Professional attitude and appropriate business judgment in all aspects of this position.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.