Team Lead

Call Control, LLC; New Market (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Call Control, LLC is seeking a Team Lead for the OnCALLogist team to support and提升 the performance of our OnCALLogist operations during standard agent shifts.

The role reports to the Call Center Manager and supervises OnCALLogists/BDC Representatives. Responsibilities include coaching, KPI tracking, and ensuring alignment with company policies and service standards. A strong focus is placed on maintaining a positive work environment and interdepartmental collaboration.

Qualifications

• Record of outstanding quality as an OnCALLogist.
• 1 year of tenure at Call Control (18 months preferred).
• Track record of over-achieving quota or KPI metrics.

Responsibilities

• Oversee a team of call center agents, guiding, coaching and mentoring to ensure adherence to policies and service standards.
• Track KPIs such as productivity, handling time, customer satisfaction and scheduling ratios; provide feedback to improve team performance.
• Conduct recurring 30-minute 1-on-1 coaching sessions with direct reports.
• Communicate updates and performance reports to management and direct reports; collaborate with other departments to align goals.
• Foster a positive, safe, and harmonious work environment; motivate the team and promote high morale.
• Assist department heads with additional administrative tasks as requested.

Skills

Leadership

Coaching

KPIs

Call Center

Pipedrive

Team motivation

Tools

Pipedrive

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description The Team Lead’s primary role is supporting and improving the performance of our OnCALLogist team, while also continuing stellar performance as on OnCALLogist during regularly scheduled agent shifts.

Reporting Relationships

Position Reports to: Call Center Manager

Positions Supervised: OnCALLogists/BDC Representatives

Primary Duties and Responsibilities

• Understand and practice Call Control’s Core Values and Mission.
• Understand Call Control’s Key Performance Indicators (KPIs) and their scope of impact.

Leadership

• Oversee a team of call center agents, providing guidance, coaching, and mentoring to ensure adherence to company policies and service standards
• Track key performance indicators (KPIs) such as productivity, handling time, customer satisfaction, and scheduling ratios, and provide feedback to improve team performance
• Complete recurring scheduled 30-minute 1 on 1 meetings with direct reports to provide coaching, mentorship and training.
• Communicate updates and performance reports to management and direct reports. Collaborate with other departments to align team goals with organizational objectives
• Foster a positive, safe, and harmonious work environment, motivating the team and promoting high morale
• Assist department heads with additional administrative tasks when requested.

Lead by example with exceptional OnCALLogist work (Agent Shifts)

• Perform efficient and elite inbound and outbounds calls, handle chats, and maintain our Pipedrive database for our clients when necessary
• Understand Call Control’s Key Performance Indicators (KPIs) to achieve all objectives
• Participate in team meetings, trainings, and 1 on 1 sessions to be coached, monitored, and supported by Call Control team

Position Requirements

• A record of outstanding quality as an OnCALLogist
• 1 year of tenure at Call Control (18 months preferred)
• Track record of over-achieving quota or KPI metrics