Contact Center Sales Associate Manager

Contact Center Sales Associate Manager in Merchant Services Central Sales

Wells Fargo is seeking a Contact Center Sales Associate Manager in Merchant Services Central Sales as part of Consumer Lending.

We are seeking a dynamic and results-driven Contact Center Sales Associate Manager to lead a team of sales professionals within our Merchant Services Central Sales division. This role is responsible for driving sales performance, coaching and developing team members, and ensuring exceptional customer experiences through effective contact center operations. The ideal candidate will have a strong background in inside sales, contact center management, and merchant services or financial products.

In this role, you will:

Team Leadership & Development:

• Lead, coach, and mentor a team of contact center sales associates to achieve and exceed sales targets.
• Conduct regular performance reviews, provide feedback, and create development plans.
• Foster a high-performance, customer-centric culture.

Sales Strategy & Execution:

• Implement and manage sales strategies to drive revenue growth in merchant services.
• Monitor KPIs and metrics to ensure team productivity and effectiveness.
• Collaborate with marketing, product, and operations teams to align on campaigns and initiatives.

Operational Excellence:

• Oversee daily contact center operations, ensuring adherence to compliance, quality, and service standards.
• Utilize CRM and sales tools to track performance and optimize workflows.
• Identify process improvements and implement best practices to enhance efficiency.

Customer Engagement:

• Lead or actively participate in large, cross-functional projects, collaborating with various teams to achieve project goals, and provide guidance to less experienced staff and support to foster their professional development.

Collaboration & Communication:

• Collaborate and consult effectively with peers, colleagues, external contractors, and mid-level managers to resolve issues, share knowledge, and achieve common objectives.

Compliance & Risk Management:

• Leverage a solid understanding of compliance and risk management requirements relevant to the supported area, ensuring adherence to policies and regulations.

Required Qualifications:

• 2+ years of Contact Center Sales, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of Leadership experience

Desired Qualifications:

• Merchant services experience and knowledge of merchant acquiring, POS systems, and payment gateways
• Proficiency in CRM systems (e.g., Salesforce) and contact center technologies
• Knowledge and understanding of contact center environment (phone, email, online, digital) with emphasis on customer strategies.
• Demonstrated sales experience (either in person or over the phone) and shows success in the sales area
• Leadership experience with ability to effectively manage and engage teams.
• Experience training and coaching customer-facing team members
• Reporting and analytics experience using various reporting tools.
• Knowledge and understanding of call routing and call reporting dynamics.
• Workforce management experience including: directing activities of team members, performance management, career development, coaching, mentoring, and succession planning.
• Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Job Expectations:

• This position is not eligible for Visa sponsorship
• Must be able to work on-site

Locations:

• Los Colinas, Texas

Required locations listed above. Relocation assistance is not available for this position.