Call Center Team Lead

Window Nation; Maryland; On-site; USD 53,000 - 57,000; Full time

Job summary

A leading window services company in Columbia, MD is seeking a Call Center Team Lead to drive the success of its team and manage operations effectively. The role requires strong leadership, excellent communication skills, and the ability to multitask in a dynamic environment. Candidates must have a High School Diploma and supervisory experience. This full-time position offers a competitive salary between $53,000 and $57,000 annually.

Qualifications

• 1-3 years of supervisory or Team Lead experience.
• Proficiency in Microsoft Office required.
• Experience with Salesforce is a plus.

Responsibilities

• Manage the flow of all inbound and outbound calls.
• Oversee escalated calls as needed.
• Assist with staff ongoing development through training sessions.

Skills

Supervisory experience

Expert proficiency in Microsoft Office

Excellent communication skills

Education

High School Diploma, GED, or equivalent

Tools

Salesforce

Job description

Overview

Window Nation is seeking a Call Center Team Lead to oversee the day-to-day success of a thriving call center. This person will lead by example to help ensure that all Call Center Agents are focused and driving toward the success of established goals.

Base pay range

$53,000.00/yr - $57,000.00/yr

Location: Columbia, MD

Core Role Responsibilities

• Manage the flow of all inbound and outbound calls
• Schedule and manage appointment availability in all markets
• Create awareness and accountability of all Call Center Agent performance
• Make executive decisions on lead eligibility by qualifying lead requirements
• Ensure accuracy of the data entered into our system
• Oversee escalated calls as needed
• Assist with the implementation of new plans, objectives, and motivational tools
• Develop and implement best team practices
• Assist with your staff's ongoing development by hosting bi-weekly training sessions

Basic Qualifications

• High School Diploma, GED, or equivalent
• 1-3 years of supervisory or Team Lead experience

Preferred Qualifications

• Expert proficiency in Microsoft Office
• Experience with Salesforce is a plus
• Ability to lead by example
• Ability to multitask in a fast-paced environment
• Self-motivated, analytical and data driven
• Ability to work well under pressure and get the job done at all costs
• Excellent written and verbal communication skills

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Transportation, Logistics, Supply Chain and Storage