Outbound Call Center Team Lead: Train, Coach & Optimize

Massanutten Resort; Virginia Beach (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Massanutten Resort in Virginia Beach is seeking a Call Center Team Lead to supervise and coach a team of call centre agents, supporting outbound initiatives and booking programs. The role requires strong leadership, training, and problem-solving skills and will operate on-site in Virginia Beach.

The ideal candidate will have 2-3 years of call centre experience, ideally within hospitality or timeshare, with knowledge of performance metrics and Salesforce CRM.

Qualifications

• Bachelor's degree in business administration or related field.
• 2-3 years of experience in a call centre environment, supervisory experience preferred.
• Knowledge of industry regulations and call centre best practices, with emphasis on timeshare/hospitality sectors.
• Understanding of call centre performance metrics, payroll management and forecasting.
• Experience in hospitality or timeshare industry is a plus.
• Bonus points for Salesforce CRM knowledge.

Responsibilities

• Assist in daily management of outbound call centre team and help maximise booking program across all team members.
• Provide assistance with onboarding and training of new call centre agents.
• Ensure team processes align with policies and operating procedures.
• Address escalated customer service issues and complaints when necessary.
• Collaborate with Team Leaders and management staff to align deliverables with marketing strategy.
• Produce daily and weekly reports and provide improvement recommendations.

Skills

Leadership

Team management

Coaching

Communication

Problem solving

Education

Bachelor's degree in business administration or related field

2-3 years call centre experience

Tools

Salesforce CRM

Job description

Massanutten Resort in Virginia Beach is seeking a Call Center Team Lead to supervise and coach a team of call centre agents, supporting outbound initiatives and booking programs. The role requires strong leadership, training, and problem-solving skills and will operate on-site in Virginia Beach.

The ideal candidate will have 2-3 years of call centre experience, ideally within hospitality or timeshare, with knowledge of performance metrics and Salesforce CRM.