Sr. Manager, Contact Center Sales

The Guitar Center Company•Draper, UT

About The Position

The Senior Manager - CC Sales is a strategic, performance-driven leader responsible for overseeing multiple sales teams within the Contact Center. This role bridges strategy and execution—driving revenue growth, optimizing sales performance, and scaling campaigns that support acquisition, retention, and cross-sell goals.

Requirements

Bachelor’s degree in Business, Marketing, or related field; MBA or advanced degree preferred.
6+ years of progressive sales leadership experience in a contact center or similar high-volume selling environment, including 3+ years leading supervisors or managers.
Proven track record of exceeding revenue goals and scaling high-performing sales teams.
Personal experience with musical instruments, music industry or related field
Deep understanding of contact center sales operations, including campaign design, scripting, workforce management, and quality assurance.
Strong experience with CRM systems (Salesforce or equivalent), dialing platforms, and digital communication tools.
Hands-on experience using analytics and AI-driven tools to improve sales performance, productivity, and personalization.
Exceptional communication, presentation, and stakeholder management skills, with experience interacting with senior leadership.
Demonstrated ability to lead through change, influence across functions, and drive adoption of new processes and technology.
Passion for developing people, building a strong performance culture, and serving musicians and creators.

Responsibilities

Partner with other Contact Center Senior Leaders to refine and execute sales strategies that achieve revenue, margin, and customer experience targets.
Lead and develop Sales Managers, Team Leads, and high-performing Sales Agents across multiple pods or programs.
Own the performance of key sales programs, ensuring consistent execution of scripts, talk tracks, and sales playbooks.
Design and implement sales contests, and recognition programs that drive predictable, sustainable results.
Champion a culture of accountability, high performance, and customer-centric selling.
Oversee daily Contact Center sales operations including attendance, queue management, and workload balancing across teams.
Collaborate with Workforce Management to forecast volume, plan capacity, and optimize scheduling for inbound and outbound sales campaigns.
Ensure compliance with sales processes, policies, and regulatory requirements while maintaining an excellent customer experience.
Lead regular performance reviews focused on key KPIs, emerging risks, and opportunities for growth.
Use analytics and reporting to monitor pipeline health, conversion, contacts per hour, average order value, and campaign ROI.
Regularly interact with associates in ways that inform of pain points for both the associates and customers; engage key partners to drive continuous customer and associate experience improvement
Identify trends, test hypotheses, and implement action plans to close performance gaps and accelerate growth.
Champion AI as a superpower for associates - Leverage AI based tools to deliver personal results while also leading and advocating AI innovation amongst all teams
Promote a data-informed culture where leaders and agents use dashboards and insights to guide daily decisions.
Develop Sales Managers and Team Leads through coaching, feedback, and structured development plans.
Lead execution of recruiting, hiring, and onboarding for sales roles; define success profiles and interview standards.
Build bench strength for leadership roles through succession planning and talent calibration.
Lead change management efforts during new program launches, process changes, and technology deployments.
Partner with Marketing and Digital teams to align promotions, campaigns, and messaging with contact center sales strategies.
Collaborate with Retail, , Customer Service, Digital and Supply Chain to resolve issues impacting sales and customer satisfaction.
Share customer and frontline insights to influence product assortments, offers, policies, and lifecycle programs.