Call Center Outbound Team Lead

Massanutten Resort; Virginia Beach (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Massanutten Resort in Virginia Beach is seeking a Call Center Team Lead to supervise and coach a team of call centre agents, supporting outbound initiatives and booking programs. The role requires strong leadership, training, and problem-solving skills and will operate on-site in Virginia Beach.

The ideal candidate will have 2-3 years of call centre experience, ideally within hospitality or timeshare, with knowledge of performance metrics and Salesforce CRM.

Qualifications

• Bachelor's degree in business administration or related field.
• 2-3 years of experience in a call centre environment, supervisory experience preferred.
• Knowledge of industry regulations and call centre best practices, with emphasis on timeshare/hospitality sectors.
• Understanding of call centre performance metrics, payroll management and forecasting.
• Experience in hospitality or timeshare industry is a plus.
• Bonus points for Salesforce CRM knowledge.

Responsibilities

• Assist in daily management of outbound call centre team and help maximise booking program across all team members.
• Provide assistance with onboarding and training of new call centre agents.
• Ensure team processes align with policies and operating procedures.
• Address escalated customer service issues and complaints when necessary.
• Collaborate with Team Leaders and management staff to align deliverables with marketing strategy.
• Produce daily and weekly reports and provide improvement recommendations.

Skills

Leadership

Team management

Coaching

Communication

Problem solving

Education

Bachelor's degree in business administration or related field

2-3 years call centre experience

Tools

Salesforce CRM

Job description

Massanutten Resort | Great Eastern Resort Corporation | Virginia Beach, Virginia

Job Summary

The Call Center Team Lead position is responsible for helping provide support to a team of call centre agents. This position will work in conjunction with the Outbound Team Manager and assist in the daily management of the team including but not limited to training and on-boarding, coaching, customer service, and general day-to-day operational functions. This role will not have direct oversight of any positions but will be required to step in as a supervisor capacity should the Outbound Team Supervisor not be available. This role will work within our Virginia Beach, Virginia office location.

This role is best suited for applicants with a strong background in phone sales who have an interest in accelerating their career and pursuing sales management opportunities. Applicants must be able to exhibit strong leadership, organisational, and problem-solving skills. This role will need to be able to collaborate well with other Call Center Team Leads and Outbound Managers across both Call Center locations.

Key Responsibilities

• Assist in daily management of outbound call centre team and to help maximise booking program across all team members.
• Provide assistance with on-boarding and training of new call centre agents.

Business Process Management

• Working in conjunction with Team Leaders and management staff in our Virginia Beach, Virginia office, help ensure all team and agent processes align with existing policies and operating procedures for the office.
• Be able to step in and address escalated customer service issues and complaints when necessary.
• Help ensure team complies with all departmental processes and are in compliance with company, state, and federal regulations as related to tele-sales, data collection and storage, and timeshare marketing.

Vendor & Team Collaboration

• Help contribute to ensuring a positive, proactive and thoughtful leadership environment is maintained throughout the Virginia Beach office.
• Collaborate closely with other Team Lead and supervision staff within the office and across the Timeshare Marketing Group to align daily deliverables, and overall marketing strategy for the department.

Data-Driven Insights & Reporting

• Assist in production of daily and weekly reports and help with analysis for the Outbound Team Supervisor. Provide recommendations for improvement when necessary.

Continuous Improvement

• Look for opportunities to grow within the team through ongoing professional development by taking classes, expanding knowledge, and/or maintaining an active professional industry and community network.
• Help grow team members through informal coaching that encourages all employee's personal development, growth, and teamwork and that also encourages co-worker recruitment efforts to achieve desired staffing levels throughout the department and company.

Qualifications

Education

Bachelor's degree in business administration, management or a related field; or equivalent sales experience as stated below.

Experience

Minimum of 2-3 years' experience in a call centre environment; prior supervisory experience preferred but not required. Experience within resort, timeshare, or real estate industry preferred.

• Knowledge of industry regulations and call centre best practices, with special emphasis on timeshare, real estate, or resort development preferred.
• Understanding of call centre performance metrics and reporting as well as payroll management and forecasting.
• Experience working in hospitality or timeshare industry is a plus.
• Bonus points for having working knowledge of Salesforce CRM.

Skills

• Outgoing personality with strong leadership and team management skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Exceptional interpersonal and communication skills
• Ability to motivate, coach, train and direct employees.

Work Environment/Expectations

• The position is an in-person position in Virginia Beach, Virginia.
• Must be willing to work variable shift including nights and weekends and be available at all times that the Call Centers are open and working.

Schedule

30-32 hours a week; Mon - Thurs, 3pm - 9pm and Sun 1pm - 9pm.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.