Call Center Manager Jobs in Reno, NV (NOW HIRING)

The Manager, Sales will lead our Inc Authority / Formation Nation Reno-based sales organization, driving predictable revenue growth and high-quality customer experiences across multiple sales motions in an onsite call center environment.

You will manage and develop frontline leaders and dynamic sales teams who serve small business customers through inbound, outbound, renewals, and consultative sales channels, ensuring alignment with LegalZoom’s job architecture, sales compensation structure, and operating model.

In this role, you will translate Formation Nation and LegalZoom business goals into clear execution plans, use data to run the business, and champion a high-performance, inclusive culture that supports both results and development.

You will also be a key leader in our ongoing integration journey, helping teams successfully navigate change while maintaining performance, culture, and compliance.

• Achieve annual revenue goals 

• Support revenue performance for the Reno sales organization, including forecast accuracy, pipeline health, and attainment against annual, quarterly, and monthly targets across Inc Authority / Formation Nation sales motions.

• Lead through frontline leaders (e.g., Assistant Sales Managers, Sales Managers, Team Leads) and individual sales representatives, setting clear expectations and holding leaders accountable for team performance, coaching quality, and adherence to sales standards and policies.

• Design, communicate, and execute sales strategies across multiple motions (inbound, outbound, renewals/retention, upsell/cross-sell, and consultative sales), ensuring each motion is optimized for both performance and customer experience.

• Use data to run the business: review leader- and team-level KPIs (conversion, contact rates, revenue per rep, distribution of performance, quality/compliance metrics) and make decisive adjustments in staffing, coaching focus, and processes.

• Partner closely with Revenue Operations, Sales Operations, Finance, and Compensation to align lead distribution, staffing plans, quotas, and incentive structures with LegalZoom and Formation Nation governance and compensation frameworks.

• Ensure consistent execution of call standards, compliant scripting, required disclosures, and sales ethics expectations in partnership with Quality, Legal, and HR.

• Lead change management for the Reno sales teams through ongoing integration work (e.g., tooling and CRM standardization, workflow updates), translating enterprise decisions into clear direction and expectations for managers and sales specialists.

• Build and sustain a high-performance, inclusive culture that balances strong results with meaningful coaching, development, and career progression opportunities for Inc Authority sales employees.

• Identify, develop, and retain leadership talent within the organization; coach managers on performance management, feedback, and effective use of data and incentives to drive behavior and results.

• Collaborate cross-functionally with Marketing, Product, Customer Care, Central Operations, and Business Finance to improve the end-to-end customer journey, remove operational barriers, and support new product or program launches into the sales organization.

• Anticipate and mitigate risks to revenue delivery (e.g., lead flow issues, staffing gaps, policy changes, incentive plan shifts), escalating proactively with clear scenarios and recommendations.

• Champion continuous improvement by identifying workflow friction, testing new approaches (including AI-enabled tools where appropriate), and scaling successful practices across Inc Authority sales teams.

• Represent the Reno sales organization in internal forums, providing clear, concise updates on performance, risks, integration progress, and needs.

• Other duties as assigned.

• Occasional travel may be required as needed.

• 5+ years of progressive experience in sales or revenue-driving roles, with at least 5+ years leading leaders (managing managers) in a high-volume call center or contact center environment.

• Proven experience owning revenue targets and running a metrics-driven sales organization, including responsibility for forecasting, staffing, performance management, and incentive plan execution.

• Demonstrated success managing multiple sales motions at once (e.g., inbound, outbound, renewals/retention, upsell/cross-sell, and account expansion) and optimizing structure, headcount, and workflows to drive results.

• Strong capability in sales operations and analytics: comfortable interpreting complex dashboards, funnel metrics, and compensation plan mechanics to make data-informed decisions and coach leaders.

• Proven track record of building, developing, and retaining high-performing sales managers and sales teams, including experience with formal performance management, coaching plans, and differentiated recognition and rewards.

• Deep understanding of contact center operations best practices (e.g., staffing and scheduling, lead routing, QA, compliance, dialer/telephony and CRM tools) and how to translate them into day-to-day leader and sales specialist behaviors.

• Strong strategic and execution skills, with the ability to translate enterprise and sales objectives into clear priorities, roadmaps, and operating rhythms for frontline teams, and to adjust quickly as business conditions change.

• Excellent communication and influence skills, with the ability to align senior leaders, peers, and frontline managers around direction, expectations, and tradeoffs—especially when navigating complex or sensitive changes.

• Demonstrated ability to lead in a fast-paced, evolving environment, balancing short-term revenue delivery with long-term capability building, culture, and compliance.

• A customer-first mindset and commitment to delivering a high-quality, compliant sales experience that builds trust and supports long-term relationships with small business customers.

• Experience working cross-functionally with HR, Finance, Legal, Marketing, Product, and RevOps to drive integrated solutions and manage risk.

• Bachelor’s degree in Business, Sales, Marketing, or a related field, or equivalent practical experience.