Remote Call Center Team Lead — KPI & Coaching

American Behavioral Research Instit; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Job summary

American Behavioral Research Instit is seeking an experienced Call Center Team Lead to oversee daily operations and personnel, aiming to maximize efficiency and reduce overhead. You will manage staff, define KPIs, and report on productivity to drive company goals.

The role emphasizes leadership, process improvements, and collaboration with upper management to achieve sales and service targets in a remote work environment.

Qualifications

• Experience measuring and reporting call center performance using KPIs.
• Strong communication and people-management skills are required.
• Familiarity with budgeting, reporting, and basic financial analysis is a plus.

Responsibilities

• Manage and train call center employees so they deliver excellent customer service.
• Oversee call center operations, improving telephone skills and procedures.
• Create goals and document performance using KPIs.
• Develop and implement policies to maximize productivity.
• Prepare reports on call center statistics for upper management.
• Assist representatives during escalations.
• Handle high-volume inbound calls (up to 100/day) and outbound prospecting.
• Generate sales through outbound activities.

Skills

Customer service metrics

Interpersonal communication

Staff leadership

Reporting and analytics

Education

High School Diploma or GED

Some college experience preferred

Tools

Microsoft Office

Call center software

Job description

American Behavioral Research Instit is seeking an experienced Call Center Team Lead to oversee daily operations and personnel, aiming to maximize efficiency and reduce overhead. You will manage staff, define KPIs, and report on productivity to drive company goals.

The role emphasizes leadership, process improvements, and collaboration with upper management to achieve sales and service targets in a remote work environment.