CCT Manager of Performance

Clear Choice•Denver, CO

12h

About The Position

The CCT Manager of Performance will serve as a strategic partner and performance leader focused on driving sales effectiveness, KPI achievement, and operational excellence across a high‑volume inbound and outbound call center. This role is responsible for overseeing a team of Team Leaders and PPAs developing and implementing performance strategies, analyzing key metrics, identifying opportunities for improvement, and enabling sales teams to achieve measurable results. Reporting to the Director of Patient Experience, this leader will directly influence business planning, performance outcomes, and the overall effectiveness of our sales and service teams.

Requirements

3 years of progressive experience in sales performance management, call center operations, business analytics, or a related performance-focused role.
Demonstrated ability to build performance systems, KPI frameworks, and process improvements with measurable impact.
Strong analytical and strategic thinking skills with the ability to translate data into actionable insights and performance plans.
Ability to identify opportunities, create structured solutions, and drive execution at scale.
Proven experience enabling leaders and teams to meet or exceed performance expectations.
Excellent communication skills—including structured storytelling, written communication, and presentation abilities.
Strong business acumen, problem-solving skills, and creativity in designing performance strategies.
Self-driven with the ability to lead initiatives independently and in fast-paced environments.
Excitement for building new performance programs and continuously improving existing processes.
Internals: 6 months tenure min, must be in good standing without any written warnings - must have experience leading a team in a call center environment

Nice To Haves

Experience with forecasting, staffing, workforce analytics, or reporting strongly preferred.
Bachelor’s degree or relevant experience required.

Responsibilities

Strategic Performance Leadership
Partner with the Director of Patient Experience to develop and execute performance strategies that drive sales growth, KPI attainment, and continuous improvement across a 90+ person team.
Translate organizational goals into measurable performance targets and actionable execution plans for sales and service teams.
Oversee performance components of the outbound strategy including call prioritization models, lead management workflows, agent productivity measures, and KPI tracking.
Partner cross-functionally to improve outbound effectiveness and resource alignment.
Performance Programs & Coaching Support
Support team leaders in implementing structured coaching, scorecards, performance routines, and development plans.
Ensure consistency and quality in how performance expectations are communicated, measured, and reinforced.
Lead performance programs that support inbound and outbound sales teams, with a focus on improving conversion rates, contact effectiveness, queue penetration, schedule rate, and other core KPIs.
Conduct performance analysis to identify trends, gaps, and opportunities, and provide targeted coaching recommendations to supervisors and team leaders.
KPI Management & Reporting
Own the design, tracking, and improvement of performance dashboards, KPIs, and reporting metrics in partnership with the Analytics department.
Deliver insights and recommendations rooted in data to enhance agent performance, operational efficiency, and patient scheduling outcomes.
Forecasting & Workforce Alignment
Collaborate with Workforce Management to ensure staffing models, schedules, and hours of operation align with performance goals and sales coverage needs.
Review forecasting accuracy and provide performance-related recommendations to improve SLA and KPI attainment.
Technology, Tools & Process Improvement
Partner with IT to support tools and systems that enhance agent performance, reporting accuracy, and operational workflows.
Identify opportunities to simplify or redesign processes that directly impact KPIs or sales conversion outcomes.
Cross-Functional Collaboration
Work closely with HR and Manager of Administration to support performance-related communication, goal setting, recognition programs, and development initiatives.
Collaborate with operational stakeholders to scale performance programs that support future growth.