Team Lead - Call Center Coaching & Performance

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

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.