Internal Sales Desk Manager

Position Overview

The Internal Sales Desk Manager is a hands-on inside-sales role designed to build the foundation of a high-volume internal sales desk. In the initial phase, this person will personally own the calls: working inbound and outbound leads, cold calling, reactivating aged opportunities, following up, setting appointments or qualified next steps, and converting opportunities. As lead volume and staffing grow, the role will evolve into managing and developing an internal sales team.

This is not a manager who will begin by supervising a fully built team. The right person must be a strong individual phone salesperson first. Day to day, they will create and refine the scripts, make the calls themselves, document the results, learn what converts, and help establish the repeatable sales process. As the desk expands, they will use that firsthand knowledge to hire, train, coach, and manage additional representatives.

What This Role Owns

• Initial ownership of the internal sales desk as a producing salesperson, including personally working assigned inbound and outbound leads.
• High-volume personal phone sales: cold leads, aged leads, nurture opportunities, website/marketing inquiries, and other assigned lead sources.
• Building the call-center foundation while actively selling: lead routing, speed-to-lead, dialing priorities, dispositions, follow-up cadence, reactivation, handoff standards, and pipeline discipline.
• Personally creating, testing, and refining sales scripts and talk tracks based on real calls, customer objections, and conversion results.
• Future team leadership: as the desk grows, hire/onboard as assigned, coach calls, conduct role-play, and hold internal sales representatives accountable to activity and conversion standards.
• Accurate CRM documentation, next-action discipline, lead ownership, and visibility into every active opportunity.
• Conversion from inquiry to conversation, conversation to appointment/qualified next step, and ultimately measurable sales contribution.
• Coordination with field sales, marketing, lending, MegPrime, customer support, and leadership to ensure clean handoffs and accurate customer communication.

Key Responsibilities

• Personally execute high-volume cold calling, discovery, objection handling, appointment setting, follow-up, and closing/next-step conversion. This is a producing role from day one.
• Own inbound and outbound lead activity directly in the initial phase and ensure every assigned lead is worked quickly and consistently.
• Build and enforce structured follow-up cadences across phone, text, and email.
• Create, test, refine, and maintain sales scripts by using them personally on live calls and adjusting language based on actual customer response and conversion results.
• Review personal call outcomes and recordings where available to identify improvements in opening, discovery, value presentation, objection handling, control of the conversation, close, and next step.
• As additional representatives are added, transition proven scripts and processes into coaching, call review, role-play, and performance accountability.
• Track personal lead volume, attempts, contact rate, conversations, appointments, confirmations, shows, applications/enrollments where applicable, contracts, and other defined conversion outcomes; expand reporting to team-level metrics as staffing grows.
• Identify breakdowns by lead source, script, cadence, or handoff and implement corrective action based on firsthand calling experience; later evaluate these same trends by representative.
• Maintain strong working knowledge of Megatel communities, products, current offers, sales processes, and applicable MegPrime programs so the team can communicate clearly and accurately.
• Ensure customer complaints, technical questions, compliance concerns, or account/security issues are escalated to the appropriate team rather than improvised by sales staff.
• Provide concise daily and weekly reporting to leadership with results, trends, problems, actions taken, and recommended next steps.
• Help build the desk for scale. As staffing grows, support or lead hiring, onboarding, training, coaching, and day-to-day management of internal sales representatives.

Performance Metrics

• Speed-to-lead and percentage of new leads worked
• Outbound call attempts and meaningful conversations
• Personal contact rate by lead source
• Appointment / qualified-next-step conversion rate
• Appointment confirmation, show, and recovery rates where applicable
• Lead reactivation and nurture conversion
• Sales or contract contribution attributable to the internal sales desk
• CRM compliance and percentage of active leads with a documented next action
• Call quality, script effectiveness, and continuous improvement
• As the team grows: representative productivity and team conversion trend over time