Call Centre Manager-Multi-Vendor Operations & Outbound Sales

Call Centre Manager Multi-Vendor Operations & Outbound Sales

Location: Phoenix, AZ, 85085 & Chandler, AZ, 85226 (Required to work from both location)

Full Time

Job Summary:

Client is an innovative pharmaceutical company focused on delivering high-quality healthcare solutions and customer engagement through advanced call center operations and data-driven sales strategies. We are seeking a highly skilled and strategic Call Center Manager to lead the operations of both internal and third-party outbound sales centers, drive performance through analytics, and streamline operations across a distributed contact ecosystem.

Position Summary

This role centers on managing a network of four (4) international call centers. Three (3) outsourced call centers and one (1) internal team focused on lead verification, outbound sales and account services. The successful candidate will have extensive experience directing multiple vendor relationships, optimizing operations via KPIs, and executing data-driven strategies. You ll be responsible for standardizing reporting, maximizing team performance across centers, and coordinating efforts using ZOHO CRM and dialer tools such as Vonage. Additional responsibilities include collaborating with data scraping and analytics vendors to build, refine, and distribute segmented lead lists aligned with geographic territories and medical specialties.

Key Responsibilities

Call Center Management

• Lead the day-to-day operations of internal and external call centers handling outbound lead verification, sales outreach and ongoing account management.
• Manage relationships with third-party vendors, ensuring contractual KPIs, SLAs, and quality metrics are consistently met.
• Standardize processes across call centers, including scripting, compliance, and sales training protocols.

Data Strategy, List Management & Lead Distribution

• Manage multiple data sources including purchased lists, scraped web data, CRM exports, and public datasets to develop master lead files.
• Use Excel PivotTables, advanced filtering, and formulas to analyze, clean, and structure large volumes of contact data.
• Employ tools such as Python, Pandas, or custom scripts to automate the categorization and distribution of leads into specific territories, NPI taxonomies, or medical specialties.
• Collaborate with scraping teams to refine targeting parameters and build curated datasets for campaigns.
• Ensure seamless data imports into Zoho CRM and accurate campaign assignment based on strategic segmentation.

Performance Analytics & Optimization

• Design and enforce agent- and team-level KPIs tailored to each call center s unique goals and geography.
• Analyze performance data weekly using both internal CRM dashboards and external reporting tools.
• Drive weekly reviews and continuous improvements based on contact rate, sales conversion, and agent productivity metrics.

Technology & Systems Oversight

• Manage CRM systems, ensuring workflows, lead ownership, and activity tracking are properly configured.
• Optimize the use of dialers such as Vonage to support structured call cadences and disposition logging.
• Identify and solve integration issues between CRM, dialer, and analytics environments.

Leadership & Cross-Team Collaboration

• Provide coaching and mentorship to call center supervisors and QA leaders.
• Work cross-functionally with marketing, IT, legal, and executive teams to align campaigns with regulatory and business goals.
• Facilitate onboarding and ongoing enablement for reps handling diverse areas and regions.

Qualifications

• Bachelor s degree in Business, Marketing, Data Science, or related field.
• 5+ years of experience managing third-party outbound call centers.
• Advanced Excel skills (including PivotTables, conditional logic, VLOOKUP/XLOOKUP).
• Hands-on experience using Python or other methods for lead processing, segmentation, or automation workflows is highly preferred.
• Strong understanding of geographic territory assignment and medical specialization mapping for targeted outreach.
• CRM experience required (Zoho strongly preferred); dialer experience with Vonage a plus.
• Analytical mindset with the ability to translate data into strategy.
• Excellent interpersonal, leadership, and communication skills.
• Willingness to travel as needed for vendor oversight and training sessions.

The rates range are heavily dependent on skills, experience, location and industry.

CyberThink is an Equal Opportunity Employer