Contact Center Manager

Mission & Vision

RTC Communications exists to provide quality, reliable communications, entertainment, and technology services to Southern Indiana. Our mission is to deliver the future today by combining state-of-the-art technology with old-fashioned customer service. We are committed to strengthening our communities through innovation, integrity, and dependable service.

Company Overview

RTC Communications has proudly served Southern Indiana for more than 75 years, delivering reliable voice, internet, data, and technology solutions to residential and business customers. As a locally focused provider, RTC combines advanced fiber technology with a strong commitment to customer service and community involvement.

RTC delivers a wide range of services, including traditional voice services with advanced calling features, Wise Voice UCaaS, fiber and copper internet services, data networking solutions, and managed security platforms, including Ubiquiti and Verkada security solutions.

Position Overview

The Contact Center Manager is a sales-driven, hands-on leader responsible for overseeing daily contact center operations while owning inbound and outbound sales performance, with a slightly heavier emphasis on outbound calling. This role leads a team of four Customer Service Representatives and one Customer Service Administrator and is accountable for improving close rates, increasing ARPU, and driving customer growth through consistent, well-executed campaigns.

This position requires a leader who is comfortable setting expectations, coaching sales behaviors, analyzing performance data, and refining processes to drive measurable results—without compromising customer experience. The Contact Center Manager has direct influence over sales workflows, training, coaching models, and performance metrics.

Success in This Role Looks Like

Within the first 6–12 months, the successful candidate will:

• Improve inbound and outbound sales close rates
• Increase ARPU and customer count through weekly outbound sales campaigns
• Build a confident, sales-capable CSR team through structured coaching and training
• Establish and enforce clear KPIs for service quality, productivity, and sales performance
• Maintain high customer satisfaction while driving consistent revenue growth

Key Responsibilities & Essential Functions

Sales Leadership (Inbound & Outbound)

• Own and execute inbound and outbound sales strategies, with a stronger emphasis on outbound outreach.
• Plan, launch, and manage weekly sales campaigns focused on ARPU growth and customer acquisition.
• Coach CSRs on consultative selling, objection handling, and closing techniques.
• Analyze close rates, conversion metrics, and campaign results; implement targeted improvement plans.
• Partner with marketing and leadership to align offers, messaging, and growth initiatives.

This is a sales-driven leadership role. Candidates must have experience leading teams accountable for revenue generation through customer interactions.

Operational Leadership

• Manage daily contact center operations to ensure consistent service levels, efficiency, and compliance with company standards.
• Oversee staffing, scheduling, and workflows for a team of four CSRs and one Customer Service Administrator.

Team Leadership & Development

• Lead, motivate, coach, and hold accountable the customer service team.
• Conduct regular one-on-one coaching sessions, performance reviews, and development planning.
• Build a culture of accountability, confidence, and continuous improvement.

Performance Management & Analytics

• Define, track, and report KPIs related to sales performance, ARPU growth, customer satisfaction, and productivity.
• Use data and call insights to identify trends, gaps, and coaching opportunities.

Training & Process Improvement

• Develop and maintain training programs that strengthen both service delivery and sales effectiveness.
• Refine scripts, workflows, and sales processes to improve outcomes and efficiency.
• Ensure timely communication of product, pricing, and process updates.

Customer Experience, Retention & Business Call Handling

• Champion a customer-first culture that balances problem resolution with value-based selling.
• Manage customer escalations and retention efforts.
• Handle or appropriately route incoming business-related calls to the commercial team, ensuring a smooth customer experience.

Technology, Collaboration & Oversight

• Leverage CRM and contact center technologies to improve performance visibility and accountability.
• Collaborate with operations, marketing, engineering, and commercial teams to ensure seamless execution.
• Oversee customer onboarding and service disconnect processes across supported products.

Compensation & Incentives

• Competitive base salary.
• Performance-based incentive tied to overall team results, including sales performance, ARPU growth, and operational outcomes.

This Role Is Not a Fit For Candidates Who:

• Prefer a purely service-only contact center environment
• Are uncomfortable leading outbound sales efforts or coaching teams on closing techniques
• Avoid accountability for performance metrics and revenue outcomes

Qualifications

Education

• Bachelor’s degree in Business, Management, Marketing, or a related field (preferred).

Experience

• 3–5 years of progressive experience managing a contact center or customer service organization.
• Demonstrated success driving inbound and outbound sales performance and improving close rates.
• Experience supporting or selling technology, connectivity, or security solutions preferred.

Skills & Competencies

• Strong sales leadership and coaching capabilities
• Data-driven approach to performance management
• Excellent communication and interpersonal skills
• Experience with CRM platforms and contact center analytics tools
• Strong problem-solving and decision-making abilities

Why RTC?

• Stable, community-focused organization with 75 years of service
• Opportunity to lead and shape a sales-driven contact center
• Direct impact on revenue growth, ARPU, and customer experience
• Strong benefits, performance incentives, and long-term career stability
• Great wages with a terrific 401K and health plans!