Senior Manager - Telesales

Role Overview

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

Required 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

Preferred

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.

37a8a588-3f2d-4f06-b6c3-460dc8a6fd09

Senior Manager - Telesales

Create a cover letter for this job

Senior Manager - Telesales

Role Overview

Key Responsibilities

Key Performance Indicators

Required Qualifications

Preferred Qualifications and Competencies

Working Conditions

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37a8a588-3f2d-4f06-b6c3-460dc8a6fd09

Senior Manager - Telesales

Create a cover letter for this job

Senior Manager - Telesales

Role Overview

Key Responsibilities

Key Performance Indicators

Required Qualifications

Preferred Qualifications and Competencies

Working Conditions

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