Outbound Call Center Lead

6 days ago

Fort Lauderdale, Florida, United States Reece Windows and Doors Full time
About the Role

We are seeking a highly motivated and experienced Outbound Call Center Lead to join our dynamic team at Reece Windows & Doors. As an Outbound Call Center Lead, you will be responsible for leading and overseeing the operations of our outbound call center team, ensuring high standards of customer engagement, and meeting sales and appointment-setting goals.

With a strong track record of driving performance in call center environments, preferably in outbound sales or appointment-setting roles, you will possess excellent leadership and team management skills, with a proven ability to motivate and guide your team to achieve exceptional results.

Key Responsibilities:
  • Team Leadership: Manage and lead a team of outbound call agents, providing guidance, coaching, and motivation to achieve performance targets.
  • Performance Monitoring: Track individual and team metrics, ensuring goals related to appointment setting, lead conversion, and customer engagement are consistently met or exceeded.
  • Scheduling and Workflow Management: Oversee the scheduling of outbound calls, ensuring optimal coverage and minimal downtime for the team.
  • Policy Enforcement: Ensure compliance with company policies and procedures, particularly in lead handling and customer interactions.
  • Training and Development: Develop and implement training programs to enhance team skills, product knowledge, and customer communication techniques.
  • Technology Utilization: Use CRM systems, scheduling tools, and other call center technologies to streamline operations and track key performance metrics.
  • Problem-Solving: Address escalations, resolve scheduling or customer issues, and adapt strategies to overcome operational challenges.
  • Reporting: Provide regular updates and performance reports to senior management, including insights and recommendations for improvement.

The successful candidate will have a strong understanding of CRM systems, call center software, and Microsoft Office Suite, with a high sense of urgency, adaptability, and a results-driven mindset.

What We Offer:
  • Competitive Compensation: Hourly pay plus weekly bonuses, with an expected annual income ranging from $50,000 to $65,000.
  • Growth Opportunities: Be part of a growing company with opportunities for career advancement.
  • Comprehensive Benefits:
    • 401(k): Available immediately with a 3% company match.
    • Healthcare: Coverage available after 90 days.
    • Dental and Vision: Coverage options available.
    • HSA Enrollment: Available immediately.

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