Call Center Team Lead

American Behavioral Research Instit; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Job summary

American Behavioral Research Instit is seeking an experienced Call Center Team Lead to oversee daily operations and personnel, aiming to maximize efficiency and reduce overhead. You will manage staff, define KPIs, and report on productivity to drive company goals.

The role emphasizes leadership, process improvements, and collaboration with upper management to achieve sales and service targets in a remote work environment.

Qualifications

• Experience measuring and reporting call center performance using KPIs.
• Strong communication and people-management skills are required.
• Familiarity with budgeting, reporting, and basic financial analysis is a plus.

Responsibilities

• Manage and train call center employees so they deliver excellent customer service.
• Oversee call center operations, improving telephone skills and procedures.
• Create goals and document performance using KPIs.
• Develop and implement policies to maximize productivity.
• Prepare reports on call center statistics for upper management.
• Assist representatives during escalations.
• Handle high-volume inbound calls (up to 100/day) and outbound prospecting.
• Generate sales through outbound activities.

Skills

Customer service metrics

Interpersonal communication

Staff leadership

Reporting and analytics

Education

High School Diploma or GED

Some college experience preferred

Tools

Microsoft Office

Call center software

Job description

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We are seeking an experienced Call Center Team Lead to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.

Responsibilities

• Manage and train call center employees so they are capable of providing excellent customer service
• Oversee call center operations, making improvements to telephone skills and other procedures
• Create goals and objectives for the call center and document performance using key performance indicators
• Develop and implement policies and procedures that maximize productivity
• Prepare and present reports on call center statistics to upper management
• Assist representatives where escalation is needed
• Take inbound calls and assist customers upwards of 100 per day
• Make outbound calls for prospects, leads, etc and generate sales

Qualifications

• High school diploma/GED is required, college experience is preferred
• Call Center Team Lead experience is preferred
• Previous experience as a call center manager or in a similar managerial position
• Strong grasp of customer service metrics and key performance indicators in a call center setting
• Knowledge of budgeting, reporting, and basic financial analysis concepts
• Highly skilled in Microsoft Office and call center software
• Excellent verbal, written, and interpersonal communication skills

This is a remote position.