Job Description: SDR Channel Manager

Company: CreditAssociates
Department: Sales
Reports To: Head of Sales

About CreditAssociates

CreditAssociates is a leading debt settlement company dedicated to helping individuals regain financial freedom. We operate with integrity, discipline, and a relentless focus on results. Our Sales Managers play a critical role in helping us achieve our mission and changing our clients lives.

Role Summary

The Outbound Sales Manager is responsible for driving performance, strategy, and innovation across the outbound sales channel. This leader oversees internal Sales Development Reps and team leads as well as two BPO partners, ensuring consistent execution, optimized contact strategies, and exceptional client experiences.

In addition to team leadership, this role partners cross-functionally with Digital Experience, Marketing, and Technology to continually evolve outbound engagement — including email/SMS nurture campaigns, AI agent integrations, and data-driven optimization of lead and contact flows.

The ideal candidate is equal parts coach, strategist, and operator — skilled at balancing frontline energy with analytical rigor and system thinking.

Key Responsibilities

1. Leadership & Team Development

• Lead and develop internal outbound sales reps and team leads to achieve performance goals and uphold company standards.
• Foster a positive, accountable, and motivating culture centered on results, growth, and integrity.
• Provide hands-on coaching and structured development plans for both individuals and teams.
• Recognize top performers and actively develop mid-tier talent to drive continuous improvement.

2. Performance & KPI Management

• Own team and BPO performance metrics including dials, contact rates, transfers, conversion rates, and revenue targets.
• Conduct daily/weekly reviews of KPIs with team leads and partners to identify trends, root causes, and improvement actions.
• Maintain clear reporting dashboards to monitor results and communicate progress to senior leadership.
• Implement A/B testing and performance experiments to refine scripts, outreach timing, and channel mix.

3. BPO Partnership Oversight

• Manage relationships and performance across two external BPO partners.
• Ensure alignment with CreditAssociates’ training, compliance, and cultural standards.
• Establish and monitor SLAs, performance scorecards, and regular business reviews.
• Collaborate with Training and QA to drive consistency and excellence across all outbound teams.

4. Contact Strategy & Technology Integration

• Partner with Digital Experience, Analytics, and Technology to optimize outbound contact strategies — including call cadence, lead prioritization, and automation rules.
• Support integration of AI agents into outbound workflows to improve contact efficiency and client engagement.
• Collaborate on the design and execution of lead nurture campaigns across phone, SMS, and email.
• Provide feedback and insights on CRM workflows, data accuracy, and contact optimization opportunities.

5. Cross-Functional Collaboration

• Work closely with Marketing, Digital Experience, and Operations to ensure alignment between lead generation, lead nurture, and sales conversion.
• Contribute to innovation initiatives aimed at improving lead quality, conversion rates, and customer satisfaction.
• Serve as the voice of the outbound sales channel in strategic planning and technology discussions.

Ideal Candidate Profile

• Proven experience spanning 3-5 years minimum leading call center based outbound or inside sales teams, preferably within financial services, debt settlement.
• Strong understanding of sales technology stacks (CRM – Salesforce a plus, dialer, lead routing, SMS/email platforms).
• Experience managing BPO partners or third-party sales vendors.
• Data-driven mindset with strong analytical and reporting skills, skilled in use of Excel.
• Excellent communicator and cross-functional collaborator.
• Passionate about developing people, optimizing systems, and driving measurable outcomes.
• Innovative thinker comfortable working in fast-paced, evolving environments.

Success Metrics

• Achievement of outbound sales and revenue goals across internal and BPO teams.
• Consistent KPI improvement across contact rates, conversion, and cost per acquisition.
• Enhanced efficiency and contact strategy performance through AI, automation, and data-driven insights.
• Positive engagement, retention, and development of outbound team members.
• Strengthened collaboration and integration between Sales, Marketing, and Digital Experience.