Call Center Team Lead

Purpose Of Position

As a Confirmation Team Lead at West Shore Home, you will contribute to our mission of Bringing Happiness to Every Home by overseeing a team of Appointment Coordinators, ensuring key metrics and KPIs are met, and taking ownership of Confirmation results for specified regions. You will report directly to the Confirmation Manager and work closely with the Inside Sales teams.

Key Role Accountabilities

• Coach and develop new Appointment Coordinators after initial new hire training
• Maintain all performance KPI’s of specific regions, and partner with Inside Sales and regional leadership to drive sustained improvement
• Monitor employee performance and identify improvement opportunities using call evaluation sheets
• Partner with the local Sales Managers within your Region to maximize calendar efficiencies
• Meet and maintain key metrics by organizing dedicated daily/weekly/monthly duties for all members of your team

Minimum Requirements

• Management Experience in a sales-focused customer service environment
• Passion for coaching employees to support personal and professional growth
• Demonstrated reliability, near-perfect attendance, and good corporate citizenship
• Knowledge of scripting, call techniques, and KPIs

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) Retirement Plan with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Culture And Community

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation’s top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits. West Shore Home strives to Bring Happiness to Every Home® and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference. Learn more here: https://westshorehome.com/community/

Pay

The approximate salary range for this position is $46,000-$50,000 annually. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.