Sr. Manager, Contact Center Sales

ROLE

OVERVIEW

Senior Manager of Sales Excellence (COE) is responsible for transforming the CSC into a world-class sales organization by designing, testing, and scaling the strategies, behaviors, technologies, and operating models that drive measurable revenue growth. It will lead all coaching and sales skill development efforts for the CSC. This role is the business owner for the AI based coaching platform and is responsible for leveraging data-driven insights to build programs to enhance sales skills that deliver increased sales results. This position is a key strategic thinker and voice within the CSC leadership team.

This role serves as the organization's internal sales innovation engine, leading the CSC Sales Center of Excellence while developing the next generation of elite sales professionals through a highly selective Sales Excellence Academy. High-performing Gear Advisors will be identified through rigorous performance criteria and enrolled in a structured 6–8 month development program focused on advanced selling techniques, customer psychology, product expertise, technology adoption, and leadership behaviors. Upon graduation, participants will return to their home teams as embedded sales champions who elevate performance across the broader organization.

KEY RESPONSIBILITES

Own and Optimize AI-Based Coaching Solutions

• Develop coaching program strategies and lead execution plans.
• Leverage AI analytics to identify trends and opportunities for improvement in customer experience and business operations.
• Leverage AI analytics to provide Sales leadership with insights into team- and agent-level performance gaps and opportunities.
• Monitor the effectiveness of coaching platforms and refine strategies to maximize impact.
• Create and maintain reporting dashboards for the leadership team that measure program success.

Coaching and Sales Skill Development

• Design, launch, and continuously evolve the Sales Excellence Academy, including participant selection, curriculum development, coaching methodology, certification standards, graduation criteria, and reintegration into operational teams.
• Develop engaging, actionable content to support the sales team’s efforts, including playbooks, presentations, workshops, and training materials.
• Develop and deliver coaching mastery programs.
• Partner with training teams to enhance onboarding and training content specific to sales skills.

CSC Strategic Leadership

• Collaborate with the senior CSC leadership team to influence strategic decisions.
• Partner with the Sales Enablement Leader and work closely with Digital Marketing, Operations, Retail, and Product teams to ensure alignment and collaboration across the customer journey.
• Develop relationships and execution plans with key strategic partners, including Learning and Development, IT, and key vendors.
• Translate company strategies into actionable sales behaviors.

Additional Responsibilities

Perform other duties and special projects as assigned