Description
Directly supervise and coordinate telemarketing agents conducting inbound and outbound sales calls. Oversee scheduling, training, coaching, quality assurance, and compliance; manage budgets and reports; collaborate with sales and marketing to meet revenue and lead goals.
- • Handle escalated customer complaints about calls, services, or agent conduct.
- • Monitor agent KPIs and call quality to ensure goals are met.
- • Recruit, hire, train, and evaluate telemarketing staff.
- • Work with sales and marketing to develop scripts, offers, and calling procedures.
- • Coach agents on difficult calls and objection handling.
- • Plan and manage shift schedules, breaks, and queue coverage.
- • Attend interdepartmental meetings to align campaigns and resolve issues.
- • Prepare daily and monthly performance, budget, and forecast reports.
- • Enforce telemarketing compliance, including TCPA, DNC, consent, and privacy rules.
- • Manage lead lists in the CRM: segment, distribute, recycle, and track outcomes.
- • Analyze campaign results by list, offer, and segment to set quotas and adjust strategy.
- • Configure and oversee dialer and CRM workflows; escalate technical issues to IT or vendors.
- • Maintain accurate records of calls, leads, sales, and agent attendance.
- • Coordinate promotions, spiffs, and contests to drive performance.
- • Standardize messaging and follow-up cadence across teams.
- • Conduct regular team huddles, training refreshers, and product updates.
- • Plan staffing levels and approve time off and overtime to meet service levels.
- • Direct and supervise agents performing outbound sales, inbound sales, lead qualification, and appointment setting.
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Related Pathways
Marketing & Sales
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
