Call Center Outbound Team Lead

Key Responsibilities

• Aid in the daily management of the outbound call center team.
• Help maximize the booking program across all team members.
• Provide assistance with on-boarding and training of new call center agents.
• Work in conjunction with Team Leaders and management staff to ensure processes align with existing policies and procedures.
• Address escalated customer service issues and complaints when necessary.
• Ensure the team complies with all departmental processes and regulatory requirements.
• Collaborate with other Team Leads and supervision staff to maintain a positive and proactive leadership environment.
• Assist in the production of daily and weekly reports and provide recommendations for improvement.
• Encourage team member personal development, growth, and teamwork.
• Engage in continuous professional development through classes, networking, and industry knowledge expansion.

Qualifications

• Education: Bachelor’s degree in business administration, management, or a related field; or equivalent sales experience.
• Experience: Minimum of 2-3 years' experience in a call center environment; prior supervisory experience preferred but not required.
• Experience within resort, timeshare, or real estate industry preferred.
• Knowledge of industry regulations and call center best practices, with special emphasis on timeshare, real estate, or resort development.
• Understanding of call center performance metrics and reporting as well as payroll management and forecasting.
• Experience working in hospitality or timeshare industry is a plus.
• Bonus points for having working knowledge of Salesforce CRM.

Skills

• Outgoing personality with strong leadership and team management skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Exceptional interpersonal and communication skills.
• Ability to motivate, coach, train, and direct employees.

Schedule

30-32 hours per week; Monday to Thursday, 3pm - 9pm and Sunday 1pm - 9pm.