Call Center Manager
Job Details
AllOver Media - Plymouth, MN


This position is primarily responsible for managing the Telesales Department which functions as an outbound call center, assigning daily calls out to Telesales Representatives, and providing progress reports on current campaign fulfillment to the organization.


Core duties and responsibilities include the following. Other duties may be assigned.

  • Manages the staffing needs to meet the dynamic, fluctuating business schedule.
  • Oversees all Telesales activities and assists in the development and review process of all Telesales Representatives. Conducts regular meetings to review performance with each Telesales Representative.
  • Train Telesales Representatives to perform all aspects of functions effectively.
  • Promotes staff training and development with systems, sales, and industry knowledge.
  • Oversees the workflow management by delegating responsibilities and prioritizing projects.
  • Provides floor support in Telesales center by answering questions and managing the workflow.
  • Ensures all campaigns and tasks are completed efficiently and correctly according to the campaign requirements.
  • Plans and implements daily, weekly, and monthly objectives for the Telesales Department.
  • Provides other departments with current progress of any tasks and current assignments.
  • Collects monthly procurement data and presents to management each month.
  • Serves as a consultant to assist with difficult Telesales situations and performs Telesales functions as needed.
  • Represents the company in a professional manner.
  • Generates new business and maintains existing relationships with businesses and corporations.
  • Attends trainings, workshops and meetings as position requires.
  • Ensures adequate staffing levels are met.
  • Resolves partner and staffing concerns in a calm, professional manner.
  • Responsible for any other duties and job tasks assigned by Director of Operations


  • At least two to four (2 - 4) years of call center management experience required.
  • At least two to four (2 - 4) years of sales and customer service experience preferred.
  • High school diploma or general education degree (GED).
  • Proven leadership ability and record of success with a call center team.
  • Excellent knowledge of applicable advertising laws and branding compliance
  • Experience developing workable implementation plans, communicating change effectively, and managing multiple competing deadlines.
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
  • Ability to remain calm and professional in stressful situations.
  • Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; accept feedback from others; and give appropriate recognition to others.
  • Ability to establish and maintain professional atmosphere for employees, clients, and customers.
  • Knowledge of relationship management and contract management systems; word and database processing software (Word and Excel); and electronic mail and internet software (Outlook).


  • The two Telesales Managers directly supervise 12-30 employees in the Telesales Department
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
  • The employee must occasionally lift and/or move up to 10 pounds.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually moderate.

This position is eligible for our comprehensive benefits package including, PTO, Paid Holidays, Medical Insurance, Dental, Vision, Life, Accident, Critical Illness, Disability, and 401k Retirement with an employer match.