Call Center Team Lead

3 weeks ago


Fulton, Maryland, United States Window Nation Full time
Lead the Way at Window Nation

At Window Nation, we're committed to growth and excellence. As a Call Center Team Lead, you'll play a vital role in driving our success by overseeing the day-to-day operations of our thriving call center. Your leadership skills and passion for customer service will inspire our team to deliver exceptional results.

Key Responsibilities
  • Manage the flow of inbound and outbound calls to ensure seamless customer experiences
  • Schedule and manage appointment availability across all markets to maximize efficiency
  • Create awareness and accountability among Call Center Agents to drive performance and growth
  • Make informed decisions on lead eligibility by qualifying lead requirements
  • Ensure data accuracy and integrity in our system
  • Oversee escalated calls and provide timely resolutions
  • Assist in implementing new plans, objectives, and motivational tools to drive team success
  • Develop and implement best practices to enhance team performance
  • Host bi-weekly training sessions to support staff development and growth
Requirements
  • High School Diploma, GED, or equivalent
  • 1-3 years of supervisory or Team Lead experience
Preferred Qualifications
  • Expert proficiency in Microsoft Office
  • Experience with Salesforce is a plus
  • Ability to lead by example and inspire a high-performing team
  • Ability to multitask in a fast-paced environment
  • Self-motivated, analytical, and data-driven
  • Ability to work well under pressure and deliver results
  • Excellent written and verbal communication skills

At Window Nation, we value diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels valued, respected, and empowered to grow. If you're passionate about customer service and leadership, we encourage you to apply for this exciting opportunity.



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