Outreach & Customer Service Team Lead

Ohio Transmission Corporation; Columbus (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

Ohio Transmission Corporation is seeking a Customer Service & Outreach Supervisor to lead day-to-day customer service and outbound outreach, coordinating with offshore reps and third-party BPO partners to drive lead generation and quote follow-up.

You will coach teams, manage performance, QA, and reporting, ensure CRM and processes meet needs, and partner with corporate and segment teams to align outreach with business priorities.

Qualifications

• 3-5 years of experience in customer service, contact center operations, call center operations, outbound customer engagement, or related fields.
• Experience leading, supervising, or coaching customer service or contact center teams.
• Experience working effectively with offshore, outsourced, or geographically dispersed teams.
• Ability to adapt to changing priorities and business needs.
• Excellent verbal and written communication skills.

Responsibilities

• Provide day-to-day supervision of offshore customer service representatives supporting outbound calling, lead generation, quote follow-up, and customer outreach activities.
• Set performance expectations, assign work, monitor productivity, and provide coaching, training, and ongoing development to ensure team members meet established goals and service standards.
• Oversee onboarding of new team members and ensure representatives have the tools, resources, and process knowledge necessary for success.
• Facilitate regular team meetings and communicate updates, priorities, performance expectations, and process changes.
• Foster a culture of accountability, customer focus, continuous improvement, and teamwork.
• Serve as a primary point of contact for customer outreach programs supported by third-party BPO partners.
• Monitor program activity and results from BPO teams, providing visibility into performance and escalating issues or improvement opportunities as needed.
• Support updates to call scripts, talk tracks, email templates, workflows, and program documentation.
• Assist with onboarding new business segments and customer outreach initiatives into existing programs.
• Partner with Corporate and Segment business partners to ensure Outreach programs align with business priorities and customer needs.
• Review customer interactions, call recordings, and customer feedback to identify coaching opportunities, monitor customer sentiment, ensure compliance with established processes, and maintain quality standards.
• Monitor operational and quality metrics including call activity, task completion, customer engagement, productivity, attendance, schedule adherence, and service level performance.
• Ensure representatives follow established scripts, processes, and customer service standards.
• Identify performance gaps and implement coaching or corrective actions as appropriate.
• Escalate customer concerns or operational issues through appropriate channels.
• Track, analyze, and report on key performance indicators (KPIs), including agent activity, call outcomes, quote and order activity, goal attainment, customer engagement, and overall program performance.
• Review program results, customer feedback, and call quality metrics to identify trends and opportunities for improvement.
• Prepare and distribute recurring performance reports, operational summaries, and data-driven insights to support leadership decision-making.
• Utilize reporting platforms and AI-enabled tools to evaluate agent performance, customer interactions, and operational trends.
• Recommend improvements to workflows, processes, training, and outreach strategies based on performance data and frontline insights.
• Ensure customer outreach activities and outcomes are accurately documented in the CRM and other applicable customer service platforms.
• Monitor the quality and consistency of CRM data generated through Outreach activities and reinforce established processes and expectations with the team.
• Partner with the CRM Administrator and other internal teams to identify system or process improvements that support Outreach operations.
• Provide business requirements and participate in testing, implementation, and rollout of CRM enhancements that impact Outreach programs.
• Support Outreach team adoption of new CRM functionality, workflows, and processes.
• Utilize CRM and other reporting tools to monitor customer activity, program performance, and operational results.

Skills

Customer service leadership

Call center operations

Offshore team management

KPIs & performance metrics

CRM proficiency

Tools

Microsoft Office

CRM systems

Reporting tools

Job description

Ohio Transmission Corporation is seeking a Customer Service & Outreach Supervisor to lead day-to-day customer service and outbound outreach, coordinating with offshore reps and third-party BPO partners to drive lead generation and quote follow-up.

You will coach teams, manage performance, QA, and reporting, ensure CRM and processes meet needs, and partner with corporate and segment teams to align outreach with business priorities.