Outbound Call Center Team Lead

Best Service Team; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Best Service Team is seeking an experienced Team Lead to helm our IT, DE and TR sales unit, owning the team’s performance, coaching practices, and continuous improvement. You’ll lead up to 12 agents focused on conversion, deposits and retention, set clear targets, mentor through 1:1s, QA reviews and live coaching, and report results with KPI dashboards.

This role is 100% remote (Belgrade hires may be hybrid), with onboarding and leadership development in a fast-paced, international,

Qualifications

• 2+ years leading sales or call center teams of 10+ people.
• Fluent English; Turkish/Italian/German a strong advantage.
• Strong analytical skills with KPIs, dashboards, and performance metrics.

Responsibilities

• Own team's commercial performance including conversion rate and deposits.
• Monitor daily dashboards, identify trends and take corrective actions.
• Coach team members through 1:1s, feedback, QA reviews and live coaching.
• Lead onboarding for new agents with systems access, scripts, campaigns, and expectations.
• Set targets and ensure accountability across the team.
• Provide reporting and insights to management.

Skills

Fluent English

Leadership

Coaching

KPIs & dashboards

Remote leadership

Multilingual English

Turkish

Italian

German

Job description

We are looking for an experienced and performance-driven Team Lead to lead our IT, DE and TR sales team - our most strategically important markets. This is a hands-on leadership role where you'll take full ownership of your team's commercial performance, coach agents to success, and drive continuous improvement through data, accountability, and daily performance management.

You will lead a team of up to 12 Sales Agents focused on customer conversion, deposits, and retention-driven sales activities.

Responsibilities

• Own your team's commercial performance, including conversion rate, deposit volume, answer rate, success-to-deposit, and time-to-deposit
• Monitor daily performance dashboards, identify trends, and implement corrective actions quickly
• Coach and develop team members through regular 1:1 meetings, feedback sessions, QA reviews, and live sales coaching
• Lead onboarding for new agents, including systems access, product knowledge, scripts, campaigns, and performance expectations
• Set clear sales targets and ensure consistent accountability across the team
• Analyze team performance and provide clear reporting and insights to management
• Foster a culture of ownership, transparency, high performance, and continuous improvement
• Ensure compliance with internal processes, quality standards, and company policies
• 2+ years of experience leading sales or call center teams of 10+ people
• Fluent English is required. Proficiency in Turkish, Italian, and/or German will be considered a strong advantage.
• Strong analytical skills and confidence working with KPIs, dashboards, and performance metrics
• Proven ability to coach, motivate, and develop high-performing sales teams
• Excellent communication, leadership, and organizational skills
• Ability to thrive in a fast-paced, performance-driven environment
• Experience in iGaming, sales, or customer retention is a strong advantage
• Competitive salary with performance-based bonuses
• 100% fully remote (if Belgrade hire then hybrid)
• Full onboarding and ongoing leadership development
• International, supportive, and high-performance working environment
• Clear opportunities for career growth within the business