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Adriana's · 11 hours ago

Call Center Manager – Sales & Client Success

Irvine, CA

Full-time

Onsite

Mid, Senior Level

$70K/yr - $70K/yr

3+ years exp

Adriana's Insurance is seeking a dynamic and results-driven Call Center Manager to lead their sales-focused call center team. This role will be responsible for driving performance in cross-selling, onboarding new clients, retention, and ensuring exceptional service delivery.

Insurance

Responsibilities

Monitor daily, weekly, and monthly KPIs for all agents

Ensure individual and team sales goals (including cross-selling) are met or exceeded

Implement action plans for underperforming agents

Oversee and improve the welcome process for all new clients

Ensure timely and effective follow-up communication with new and existing clients

Develop strategies to increase customer loyalty and reduce churn

Lead, coach, and develop a team of call center agents

Conduct regular performance reviews and provide constructive feedback

Identify training needs and provide on-the-job coaching or schedule formal training sessions

Monitor calls for quality assurance and adherence to scripts and guidelines

Recommend and implement improvements to call scripts, processes, and tools

Collaborate with other departments to ensure a seamless customer journey

Prepare regular performance reports for upper management

Analyze call center metrics and trends to identify areas of improvement

Maintain accurate records of team performance, customer interactions, and outcomes

Qualification

Call Center ManagementSales ManagementClient Relationship ManagementCustomer OnboardingCRM Systems ProficiencyCoaching SkillsData-Driven MindsetBilingual (English/Spanish)

Required

Proven experience as a Call Center Manager, Sales Manager, or similar leadership role

Strong background in sales, cross-selling, and client relationship management

Experience in customer onboarding and retention strategies

Excellent communication, coaching, and leadership skills

Proficient with CRM systems, call center software, and performance tracking tools

Data-driven and results-oriented with a proactive mindset

Bilingual in English and Spanish

Sales: 3 years (Required)

Call center: 3 years (Required)

Spanish (Required)

Preferred

Call center management: 3 years (Preferred)

Ability to Commute: Irvine, CA 92602 (Preferred)

Benefits

Unlimited/ Uncapped Commission- Your income is a direct result of your work ethics and sales results.

Paid training - We provide mentorship and development.

Career growth : The company fosters internal growth, helping employees develop skills that can lead to advancement opportunities within the organization (e.g., Team lead, manager, or specialized role).

Recognition: Join an environment where hard work is recognized, appreciated, and rewarded.

Comprehensive benefits package including medical, dental, vision and life insurance

Paid time off to recharge and maintain a healthy work-life balance

Retirement Plan (401k)

Performances bonus and incentives: Whether you are in sales or administrative role, you will have a real opportunity to earn bonuses and get recognized for your results.