<p>This newly created role, located at our corporate office in Warren, MI, is responsible for leading and developing the inside sales team while also serving as the primary administrator for the cloud-based contact center solution. The ideal candidate combines strong people leadership with the technical acumen needed to optimize systems, processes, and performance.</p> <p>Key Responsibilities</p> <p>Team Leadership & Performance</p> <ul> <li>Hire, train, coach, and develop a high-performing inside sales team. </li><li>Set clear sales targets and provide ongoing coaching and accountability to ensure goals are met or exceeded. </li><li>Develop, track, and analyze key performance indicators (KPIs); deliver regular insights and performance feedback. </li></ul> <p>Process & Operational Excellence</p> <ul> <li>Design, document, and optimize contact center processes to drive efficiency and consistency. </li><li>Collaborate with cross-functional teams (Sales, Marketing, IT, etc.) to identify needs, refine processes, and implement improvements. </li></ul> <p>Contact Center System Administration</p> <ul> <li>Oversee day-to-day system operations, including performance monitoring and issue resolution. </li><li>Stay current on system updates, enhancements, and best practices; proactively implement new features. </li><li>Serve as the primary point of contact for all contact center system-related inquiries, providing technical support and troubleshooting. </li></ul> <p>Customization, Configuration & Enablement</p> <ul> <li>Configure and customize the contact center platform (fields, queues, workflows, routing, etc.) to support evolving business needs. </li><li>Develop and deliver user training, onboarding, and documentation for new and existing team members. </li></ul> <p>Reporting & Analytics</p> <ul> <li>Build and maintain dashboards and reports that provide actionable insights into customer interactions, sales activity, and overall performance. </li><li>Support data-driven decision-making through strong analysis and recommendations. </li></ul> <p>Required Qualifications & Skills</p> <ul> <li>Bachelor's degree in Business Administration or a related field preferred. </li><li>Proven experience leading, coaching, and developing teams. </li><li>Customer-first mindset with strong collaboration skills. </li><li>Proficiency with cloud-based contact center solutions (RingCX preferred). </li><li>Solid understanding of contact center operations and best practices. </li><li>Strong analytical, troubleshooting, and problem-solving abilities. </li><li>Excellent verbal and written communication skills. </li><li>High attention to detail, strong organizational skills, and the ability to manage multiple priorities. </li><li>Ability to work both independently and collaboratively in a fast-paced environment. </li></ul> <p>About Lipari Foods</p> <p>Headquartered in Warren, Michigan, Lipari Foods is a leading independent distributor built around global and specialty foods. With a customer-first mindset, they serve customers through 67 depots across 32 states and growing. Lipari brings the world's most craveable flavors to shelf with an end-to-end approach that combines exclusive and owned brands, retail services, innovative tools, and dependable delivery across 10 categories including deli, bakery, frozen/dairy, specialty grocery, international specialty, meat/seafood, packaging, confections, foodservice/prepared foods, and convenience.</p>