Lead Intake Team Leader

Handsome Homebuyer; United States; On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Four weeks of PTO

Homebuyers Program

20 days PTO

Job summary

Handsome Homebuyer, based on Long Island and serving the NYC metro area, is seeking a Lead Intake Team Manager to lead a team of Lead Intake Specialists and drive fast, professional qualification and appointment setting. You will own the front end of the acquisitions funnel—from New Lead through qualification and booking the first appointment with Field Sales.

You will coach, analyze performance, and optimize processes to maximize speed, persistence, and conversion while collaborating with Sales

Qualifications

• 3+ years of experience managing an inside sales, call center, lead intake, or similar performance-driven team.
• Proven ability to coach salespeople and improve individual and team conversion rates.
• Highly analytical and comfortable managing through KPIs, dashboards, call data, and conversion metrics.
• Strong understanding of phone-based sales, lead qualification, follow-up, and appointment setting.
• Excellent coaching, communication, and leadership skills.
• Strong organizational skills and attention to detail.
• Comfortable holding team members accountable and addressing performance issues directly.

Responsibilities

• Lead and manage the Lead Intake Specialist team.
• Establish clear individual and team expectations, goals, and KPIs.
• Hold regular one-on-one coaching sessions, team meetings, and performance reviews.
• Create a high-accountability, high-energy culture centered around responsiveness, persistence, professionalism, and results.
• Identify performance gaps quickly and develop actionable coaching plans to correct them.
• Recognize and develop top performers while addressing underperformance directly and consistently.
• Participate in recruiting, interviewing, onboarding, and training new Lead Intake Specialists.
• Ensure adequate LIS staffing and coverage based on lead and call volume.
• Own the performance of the lead funnel from New Lead → Qualified Lead → 1st Appointment Booked.
• Drive continuous improvement in lead contact, qualification, and appointment-setting conversion rates.
• Ensure every new lead receives fast and appropriate initial outreach.
• Ensure unconverted leads receive consistent, persistent, and timely follow-up.
• Monitor lead aging and pipeline activity to prevent viable opportunities from falling through the cracks.
• Analyze performance by LIS, lead source, time of day, lead age, and other relevant factors to identify opportunities for improvement.
• Work to improve both appointment volume and appointment quality—not simply the number of appointments booked.
• Partner with the Field Sales team to evaluate the quality of appointments being passed downstream and continuously improve LIS qualification.
• Own LIS execution across inbound calls, outbound follow-up, SMS, and other seller communication channels.
• Monitor inbound answer rates and ensure adequate coverage of company phone lines.
• Monitor Speed to Lead and ensure new leads receive prompt attention.
• Manage outbound calling expectations and follow-up activity.
• Ensure LIS schedules, breaks, dialer assignments, and other responsibilities are structured to maximize coverage and productivity.
• Identify bottlenecks or staffing issues that negatively affect response time, answer rates, or follow-up execution.
• Regularly review seller conversations to identify individual and team coaching opportunities.
• Coach LIS on rapport building, discovery, motivation, qualification, objection handling, follow-up, and appointment setting.
• Use call scoring, performance data, and quality assurance tools to provide objective and actionable feedback.
• Develop and maintain training programs for both new and existing LIS team members.
• Conduct role-playing and practice calls to reinforce skills and improve consistency.
• Ensure scripts and call frameworks are being used effectively without creating robotic seller interactions.
• Turn recurring weaknesses observed across the team into structured training initiatives.
• Build, document, maintain, and improve LIS processes, scripts, SOPs, and follow-up standards.
• Ensure accurate and consistent CRM usage and data entry.
• Identify technology, automation, and workflow improvements that can increase LIS productivity and conversion.
• Work closely with Marketing to provide feedback on lead quality and lead-source performance.
• Partner with Sales leadership to improve the handoff between Lead Intake and Field Sales.
• Collaborate with senior leadership on staffing needs, compensation plans, performance standards, and team structure.
• Help turn successful individual behaviors into repeatable systems that can be scaled across the entire LIS team.

Skills

Team leadership

Performance coaching

KPI management

Analytics

CRM proficiency

Call center operations

Staffing and onboarding

Tools

CRM software

Job description

Handsome Homebuyer, based on Long Island and serving the NYC metro area, is seeking a Lead Intake Team Manager to lead a team of Lead Intake Specialists and drive fast, professional qualification and appointment setting. You will own the front end of the acquisitions funnel—from New Lead through qualification and booking the first appointment with Field Sales.

You will coach, analyze performance, and optimize processes to maximize speed, persistence, and conversion while collaborating with Sales