Contact Center Manager Jobs in Appleton, WI (NOW HIRING)

Work Location Type: Green Bay, Wisconsin    (Hybrid) 

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry.

Contact Center Manager - Acquisitions

Imperial Supplies!!  A company with pride. We foster a welcoming workplace where you can build a career for yourself, while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Join our team as a Contact Center Manager – Acquisitions delivering best in-class customer experience solutions.

Imperial offers:

• Competitive salary
• Hybrid Schedule
• Health, dental, and vision available to you on day one of employment
• Excellent work-life balance, 18 days paid time off plus 8 paid holidays
• 6% company contribution to 401K with immediate vesting
• Growth and development opportunities!

Position Overview:

This position is responsible for supervising the Contact Center Acquisitions sales division to meet or exceed sales, gross profit, and new business growth goals. The Contact Center Manager – Acquisitions provides leadership, coaching, and strategic oversight to a team of Dedicated Account Advisors focused on acquiring new customers and expanding business with existing accounts.

Specifically, you will:

• Manage and develop Acquisitions team members, including performance appraisals, promotions, salary recommendations, and discipline or terminations.

• Oversee daily Acquisitions sales activities, including outbound calling, prospecting, lead follow-up, and pipeline management within Imperial’s CRM system.

• Set up, analyze, and monitor sales territories, lead assignments, and pipelines to achieve sales goals, gross profit, and performance standards.

• Drive customer acquisition, retention, and account growth by ensuring advisors effectively engage both prospective and existing customers across all levels of the organization.

• Coach advisors on effective sales techniques, including questioning, active listening, needs analysis, objection handling, and closing strategies.

• Monitor individual and team performance metrics, conduct regular performance discussions, and provide actionable feedback to improve conversion rates and productivity.

• Assess sales, product, and systems training needs; partner with the Training department to recommend and support ongoing development initiatives.

• Support advisors in resolving complex customer issues and participate directly in escalated customer interactions when necessary.

• Foster strong working relationships with Outside Sales, Inside Sales, and Marketing teams to support coordinated prospecting and acquisition efforts.

• Recommend strategies to Marketing related to new products, promotions, pricing, scripts, and market opportunities to support acquisition growth.

• Develop annual sales plans and expense budgets for the Acquisitions team, monitor variances, and report trends, risks, and opportunities to upper management.

Minimum Education:

Associate degree or equivalent experience.

Minimum Experience:

3 to 5 years of successful sales and management experience in an inside sales or contact center environment.

What will put you ahead?

Bachelor’s degree and 5 or more years of sales and management experience in a B2B sales environment, preferably leading outbound or acquisition-focused teams.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.