Sales Training & Workforce Manager

Position Summary

The Sales Training & Workforce Manager is responsible for two of the most critical functions in our outbound operation: getting agents ready to produce and making sure they stay productive every hour they are on the clock. Reporting directly to the Call Center Director, this individual owns the onboarding and training pipeline for our Recovery & Restock channels, manages real-time workforce activity and lead distribution, and provides direct oversight of the QA organization, the Recovery & Restock Team Lead, and the Sales Coordinators supporting Protocol Review. This role is built for a decisive operator who knows how to build a bench, run a floor, and hold people accountable to results. As the team scales, this role may expand to include inbound operations.

Core Responsibilities

Onboarding & Training

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Own the full onboarding experience for all Recovery & Restock agents from day one through productivity certification

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Deliver role-specific training across Decline Recovery, Abandoned Cart, Appointment Setting, and Restock using established scripts, SOPs, and Salesforce/Vonage workflows

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Maintain a structured ramp program with defined milestones and clear criteria for when an agent is ready to go live

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Revise training materials when performance or revenue data supports changes; track before/after results on every update

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Ensure every agent completes FCC/TCPA compliance training before placing their first call, without exception

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Partner with the Protocol Review Sales Coach and Trainers when QA findings reveal cross-channel training gaps

Workforce Management & Lead Distribution

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Monitor agent activity throughout the day and minimize idle time; every agent should have a clear task, queue, or channel assignment at all times

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Manage daily and real-time lead allocation across Recovery & Restock channels based on volume, priority, and staffing

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Issue clear, timely directives to agents and team leads including channel switches, power hours, and individual agent assignments

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Manage round-robin lead rotation for appointment setters, including same-day coverage reallocation when agents are unavailable

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Ensure Sales Coordinators are actively managing Protocol Review appointment coverage and reassigning to protect an 80% show rate

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Keep Salesforce queues clean and moving; no lead should sit idle while agents are available

Team Leadership & Personnel Management

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Serve as the direct manager for the Recovery & Restock Team Lead, QA Team Lead, and Sales Coordinators

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Deliver structured coaching, performance improvement plans, and disciplinary actions in accordance with company policy

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Know when policy is a firm line and when a situation warrants a conversation with the Call Center Director; come with a recommendation, not a question

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Manage all documentation required to support termination recommendations; final approvals route through the Call Center Director

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Communicate QA scoring results and trends to the Protocol Review Sales Coach and Trainers as actionable feedback

Revenue & Performance Optimization

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Own Recovery & Restock channel KPIs and act before metrics fall off target

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Identify patterns in Salesforce and Vonage data and bring findings to the Call Center Director and Head of Revenue Operations

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Collaborate with Revenue Operations on strategies to grow Revenue Per Conversion toward the $20 target

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Build a team culture centered on urgency, accountability, and measurable results

Compliance (FCC/TCPA)

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Enforce outbound compliance standards across all channels: time-of-day restrictions, National DNC adherence, consent documentation, and proper call identification

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Treat compliance violations as a priority issue; flag any exposure immediately

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Stay current on regulatory changes and brief leadership on anything that affects calling strategy or scripting

Direct Reports

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Recovery & Restock Team Lead

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QA Team Lead

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Sales Coordinators (Protocol Review appointment support)

Required Qualifications

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3+ years of outbound call center experience, with at least 2 years in a supervisory or management role

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Hands-on experience training and onboarding agents in a scripted outbound environment

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Demonstrated ability to manage real-time workforce activity and lead distribution across multiple queues or channels

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Working knowledge of TCPA and FCC outbound calling regulations

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Proficiency with Salesforce (Sales Cloud preferred); able to pull reports, manage queues, and monitor agent performance

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Experience with VoIP platforms (Vonage or equivalent) including call monitoring and live coaching

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Strong written communication; documentation must be thorough, accurate, and defensible

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Proven ability to make independent decisions using policy as a framework and escalate with a clear recommendation

Preferred Qualifications

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Experience managing remote, internationally distributed agent teams

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Background in health, wellness, or subscription commerce outbound sales

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Familiarity with calendar and scheduling tools integrated with a CRM

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Experience building or auditing QA scorecards

Work Environment & Remote Requirements

This is a fully remote role. Candidates must have

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A dedicated, private, quiet workspace free from background noise and interruptions

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A high-speed primary internet connection and a hardwired or dedicated secondary backup that can support multiple data-heavy platforms simultaneously. If your backup plan is a mobile hotspot or public WiFi, this role is not the right fit.

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Your own computer capable of running Salesforce, Vonage, and Google Workspace

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A quality headset for call monitoring and coaching is required

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Schedule availability that aligns with our business rhythm. We operate on Central Time and this is a full-time role. Availability during core business hours on Central Time, with peak days typically Thursday through Saturday, is required.

What we Offer

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Exclusively remote, full-time W-2 position with 6-month probationary period

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$57,000 to $72,000 base salary depending on experience

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Performance bonus tied to your team's results: show rate, contact rate, revenue per conversion, QA scores (total comp target $67,000 to $89,000)

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Unlimited PTO after first 90 days

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Health and 401k benefits

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A leadership team that communicates directly, rewards people who produce, and gets out of your way when you are executing

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A real growth path as the team scales. We are building something, and this role grows with it.