Call Center Manager

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PEPL has been engaged to place a Call Center Manager for a growing client in Kennesaw, GA. The Call Center Manager will focus their attention on driving efficiency and effectiveness with 35+ team of in-house call center agents and 3rd party call-handling team. The Call Center Manager is responsible for the call center’s 24/7 operation and performance and will lead the transformation of our call center into a high-performing, sales driven team.

The role will focus on building a culture of excellence, driving sales performance through inbound/outbound calls, and ensuring exceptional customer service. The Call Center Manager will be responsible for implementing sales training programs, strengthening leadership capabilities of Team Leads, and fostering a positive, high-morale environment that reduces turnover and enhances employee engagement. This role is responsible for overseeing and integrating multiple call center operations within a single department, including both internal teams and third-party call-handling partners.

• Transition the call center into a sales-focused operation with inbound/outbound call initiatives aimed at promoting and selling our services.
• Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs.
• Develop and execute sales strategies to meet and exceed team and individual performance.
• Manually optimize workforce planning, scheduling, and real-time resource allocation without reliance on workforce management software to maintain strong occupancy levels while balancing service levels, sales performance, and customer experience.
• Proactively adjust staffing, schedules, and call routing in response to weather-driven demand, seasonal volume fluctuations, and daily call trend variability.
• Optimize workforce management, scheduling, and resource allocation to maximize efficiency and productivity.
• Work with cross-functional teams to ensure ongoing improvement of business processes that touch the call centers.
• Monitor call analytics (volumes, wait times, service levels) to maintain operational targets.
• Develop and present all required phone system data and metric reports accurately and on time.
• Ensure call center is adequately staffed to handle fluctuating call volumes; adjust resources as needed.
• Ensure exceptional service for customers during scheduling and service interactions.
• Address and resolve escalated service issues with professionalism and empathy.
• Ensure timely investigation and resolution of customer complaints.

• Design and implement ongoing sales training programs, SOP’s, CSR script, and role playing to expand CSRs’ knowledge of our offerings and improve their ability to sell effectively.
• Maintain expert-level knowledge of our products, services, and CRM tools while ensuring the appropriate level of knowledge is shared with team members.
• Lead continuous training efforts to address service gaps and implement process updates.
• Conduct call monitoring and coaching sessions to reinforce service quality standards.

• Supervise, coach, develop and lead a team of Service/Sales agents in a contact center environment.
• Ongoing coaching and development of team members in a fast-paced business environment that is continuously evolving and experiencing change.
• Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions.
• Mentor and develop Team Leads, ensuring they are effective coaches and leaders capable of inspiring their teams and driving performance.
• Implement strategies to reduce turnover, improve morale, and create a supportive workplace culture.
• Ensure that all team members have a clear understanding of performance expectations, goals and actuals; provide feedback, recognition and coaching to develop high performers.
• Create a best-in-class culture that acts as a catalyst for high performance and exemplary Customer Experience.

• Maintain…