Lead & Call Perfomance Coordinator

Homeclub; Madrid; Presencial; EUR 40.000 - 64.000; Jornada completa

Descripción de la vacante

Homeclub is seeking a Lead & Call Performance Coordinator to manage inbound leads and ensure timely follow-up across CRM and telephony tools. The role focuses on maintaining phone coverage, owner assignments, and SLA compliance to convert opportunities into bookings.

You will analyze funnel metrics, identify gaps, and drive continuous improvement while coaching teams for better customer interactions. The ideal candidate is bilingual (English and Spanish), highly organized, and comfortable

Formación

• Proficient in English and Spanish at professional level.
• Experience managing multi-channel leads and ensuring timely responses.
• Strong ownership mindset with attention to detail and execution.
• Ability to coach and align cross-functional teams toward SLA adherence.

Responsabilidades

• Oversee inbound calls to ensure coverage during business hours and first-line reservations.
• Track missed calls, voicemails, and pending requests with timely callbacks.
• Monitor multi-channel leads, assign owners, and ensure CRM updates.
• Analyze funnel metrics and report daily/weekly KPI trends.
• Enforce service standards through regular call reviews and coaching.

Conocimientos

CRM management

Lead management

Performance analytics

Team coordination

Quality coaching

Herramientas

CRM software

Telephony tools

Analytics dashboards

Descripción del empleo

About us

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At Homeclub, we manage over 1,500 move-in ready, professionally decorated apartments, all designed with our clients' comfort and lifestyle in mind. Our goal is to make living well easy, wherever and whenever you choose. We started in Spain and are now expanding into the U.S. and Latin America. We envision a world full of possibilities, where location is flexible and housing doesn't limit your options. Help us turn this vision into a reality. We are looking for talented individuals to join us on our exciting journey to redefine the rental market—from Madrid to the world.

About the role

We are looking for a Lead & Call Performance Coordinator with a strong result and service-oriented mindset, responsible for ensuring that all incoming leads at Homeclub are properly attended to, assigned, and followed up on until they are handled by the sales team.

It is a role deeply tied to daily operations, with a special focus on the phone channel, CRM lead management, and meeting SLAs.

The goal is simple: To ensure no commercial opportunity is lost due to a lack of attention or follow-up.

What you'll do

Inbound Call & Conversion Management

• Oversee daily inbound Reservation calls to maintain full phone coverage during business hours and coordinate First-Line Reservations.
• Track missed calls, voicemails, and pending requests to guarantee timely callbacks within SLAs.
• Fix coverage gaps across shift patterns and ensure active guests are properly routed to Guest Experience.

CRM Lead Management

• Daily monitoring of multi-channel leads, ensuring prompt owner assignment and first-response compliance.
• Audit inactive or unassigned leads to eliminate drop-offs and keep CRM updated.
• Fast-track qualified sales opportunities directly to the Reservations team.

Performance & Analytics

• Track and analyze key funnel metrics (Lead → Contact → Opportunity → Booking → Revenue), including response times, missed calls, and conversion rates.
• Identify drop-off points, performance trends, and optimization opportunities.
• Build daily/weekly KPI reports to drive actionable improvements.

Quality Assurance & Coaching

• Enforce Homeclub service standards through regular call reviews and monitoring.
• Pinpoint coaching and training needs to ensure warm, professional, and swift customer service.

About you

• Full professional proficiency in English and Spanish.
• Highly organized, detail-oriented, and hands-on, with a strong sense of ownership and adaptability in day-to-day operations.
• Comfortable working with CRM platforms, telephony tools, and KPIs; skilled at identifying performance gaps and taking swift corrective action.
• Excellent communication skills with proven ability to coordinate cross-functional teams and maintain consistent follow-up.

Why Homeclub

• Be part of a company with global ambition and local heart.
• Work in a multicultural team with over 18 nationalities.
• Enjoy a flexible, collaborative, and innovation-driven work culture.
• Take ownership of your growth in a role that offers both creative freedom and strategic influence.

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At Homeclub, we believe in creating a positive and inclusive work environment that empowers our team members to succeed. we're committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. xqysrnh We strive to be a more equal opportunity workplace.