Contact Center Manager

Our client is looking for a Team Leader to guide their sales support team and optimise Hub. Spot CRM to ensure every lead is handled with consistency, speed, and care. This includes assessing whether they can support through funding, enable alternative value such as affiliate partnerships, or direct clients to platforms like Tender Central to unlock new opportunities.

In this role, you will coach and support your team, streamline onboarding processes, track customer interactions, and maintain high quality data in Hub. Spot. You will ensure no lead is lost, no client is left waiting, and that every engagement reflects the company's standard. Working closely with sales, marketing, and customer success, you will align processes, improve collaboration, and use Hub.

Spot insights to strengthen conversion, improve client experience, and support sustainable growth.

Responsibilities

• Develop and implement structured onboarding processes to ensure smooth transitions and early engagement for new clients.
• Monitor client interactions, track engagement metrics, and proactively address needs to improve satisfaction and retention.
• Lead and supervise a high-performance sales team (in-office and field force) to achieve sales targets and KPIs.
• Provide coaching, training, and regular feedback to improve team performance, conversion rates, and client engagement.
• Support sales through optimised Hub. Spot workflows, lead pipeline management, and data-driven insights that enhance conversion.
• Identify and drive upselling and cross-selling opportunities to maximise revenue growth.
• Oversee the execution and optimisationof customer engagement campaigns within Hub. Spot to drive retention and growth.
• Collaborate with marketing to align campaigns with sales strategy, ensuring consistency in messaging and targeting.
• Leverage Hub. Spot’s analytics and reporting tools to provide actionable insights into customer behaviour, engagement trends, and overall business performance.
• Monitor and report on daily, weekly, and monthly sales and CRM metrics, ensuring visibility of progress towards goals.
• Coordinate with intra-departmental teams to resolve client challenges and deliver exceptional customer experiences.

Requirements

• Bachelor's degree in a relevant field such as business, marketing, or information technology.
• 3-5 years minimum experience in call center or sales operations.
• Relevant certifications from Hub. Spot Academy, such as the Hub. Spot Sales Software is advantageous.
• 3 years hands-on experience in leading a high-performance sales and customer success team.