Appointment Center Team Lead - Coaching & KPI Excellence

West Shore; Mechanicsburg (Cumberland County); On-site; USD 46,000 - 50,000; Full time

Benefits offered by this job

Health Insurance (Medical, Dental, Vis

401(k) Retirement Plan with company

HSA plan with company match

Paid holidays and PTO

Employee Referral Program

Employee Discount Program

Paid training and growth potential

Job summary

West Shore Home is seeking a Confirmation Team Lead in Mechanicsburg, PA, onsite, with responsibilities overseeing a team of Appointment Coordinators to meet KPIs and drive regional performance. You will report to the Confirmation Manager and collaborate with Inside Sales to optimize scheduling and calendar efficiency.

The role emphasizes coaching, reliability, and the ability to coach for growth while maintaining high attendance and strong teamwork in a sales-driven environment.

Qualifications

• Management experience in a sales-focused customer service environment.
• Ability to coach and develop Appointment Coordinators after training.
• Knowledge of scripting, call techniques, and KPIs.

Responsibilities

• Coach and develop new Appointment Coordinators after initial new hire training.
• Maintain all performance KPI’s of specific regions, and partner with Inside Sales and regional leadership to drive sustained improvement.
• Monitor employee performance and identify improvement opportunities using call evaluation sheets.
• Partner with the local Sales Managers within your Region to maximize calendar efficiencies.
• Meet and maintain key metrics by organizing dedicated daily/weekly/monthly duties for all members of your team.
• Demonstrate reliability with near-perfect attendance and strong corporate citizenship.
• Support personal and professional growth through coaching and feedback.

Skills

Team leadership

Coaching & development

Performance metrics

Call evaluation

Job description

West Shore Home is seeking a Confirmation Team Lead in Mechanicsburg, PA, onsite, with responsibilities overseeing a team of Appointment Coordinators to meet KPIs and drive regional performance. You will report to the Confirmation Manager and collaborate with Inside Sales to optimize scheduling and calendar efficiency.

The role emphasizes coaching, reliability, and the ability to coach for growth while maintaining high attendance and strong teamwork in a sales-driven environment.