RTC Communications & WISE Voice Solutions · 12 hours ago
Contact Center Manager
Montgomery, Indiana, United States
Full-time
Onsite
Mid, Senior Level
3+ years expRTC Communications is a locally focused provider in Southern Indiana, delivering reliable voice, internet, data, and technology solutions. The Contact Center Manager is responsible for overseeing daily contact center operations, driving inbound and outbound sales performance, and leading a team to improve close rates and customer growth.
ISPSmall and Medium BusinessesTelecommunications
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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
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
Preferred
Bachelor's degree in Business, Management, Marketing, or a related field
Experience supporting or selling technology, connectivity, or security solutions
Benefits
Strong benefits, performance incentives, and long-term career stability
Great wages with a terrific 401K and health plans!
Company
RTC Communications & WISE Voice Solutions
With over 75 years of experience, RTC Communications is more than just a premier fiber internet provider for Daviess, Martin, Knox, and Lawrence Counties.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$3.05MKey Investors
National Telecommunications and Information Administration
2025-11-20Grant· $3.05M
Leadership Team
Nate Willis
Chief Financial Officer
Randy Preston
Chief Operating Officer
Recent News
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