Lead, Customer Outreach & Service Operations

OTC Industrial Technologies; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

OTC Industrial Technologies is seeking a Customer Service & Outreach Supervisor to lead day-to-day customer service and outbound outreach, including lead gen, quote follow-up, and engagement activities. The role supervises offshore representatives and coordinates with BPO partners to ensure strong performance and a positive customer experience.

You will coach teams using performance data, call quality insights, and feedback, partnering with CRM and technology teams to optimize systems and

Qualifications

• 3–5 years in customer service or call center leadership
• Experience leading offshore or distributed teams
• Experience with outsourced/BPO partners
• Excellent communication and coaching skills
• Ability to use performance metrics to drive improvements

Responsibilities

• Supervise offshore customer service reps and manage outreach activities.
• Set performance expectations and coach to goals.
• Oversee onboarding and tool access for new hires.
• Lead regular team meetings and communicate priorities.
• Monitor and improve QA, performance metrics, and reporting

Skills

Leadership

Customer service

Coaching

Communication

Performance mgmt

Offshore teams

Data accuracy

Stakeholder comms

Tools

CRM systems

Microsoft Office

Reporting tools

Job description

OTC Industrial Technologies is seeking a Customer Service & Outreach Supervisor to lead day-to-day customer service and outbound outreach, including lead gen, quote follow-up, and engagement activities. The role supervises offshore representatives and coordinates with BPO partners to ensure strong performance and a positive customer experience.

You will coach teams using performance data, call quality insights, and feedback, partnering with CRM and technology teams to optimize systems and