Contact Center Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily team performance to ensure that sales, tour generation, and productivity targets are met.

• Collaborate with the Contact Center Manager to fulfill sales, quality, productivity, and compliance goals.

• Evaluate individual and team performance metrics and suggest strategies for improvement.

• Assist in promotional campaigns.

• Ensure compliance with company policies and regulations, including TCPA, Mini-TCPA, and DNC requirements.

• Provide daily guidance to assigned Travel Coordinators.

• Conduct coaching sessions alongside team members.

• Hold one-on-one performance discussions.

• Manage complex customer escalations.

• Aid in the interviewing, onboarding, and training of new team members.

⛳️ Requirements

• At least one (1) year of successful experience in outbound sales, telemarketing, vacation ownership, hospitality, customer service, or contact center operations.

• Demonstrated ability to meet sales and productivity objectives.

• Proficient in using CRM software, dialer platforms, MS Office, and lead management systems.

• Capable of resolving conflicts effectively.

• Exceptional verbal and written communication skills.

• Ability to excel in a fast-paced, performance-oriented environment.

• Previous experience in leadership, mentoring, coaching, or supervisory roles is preferred.

• Understanding of TCPA, Mini-TCPA, and Do Not Call (DNC) regulations.

🏝️ Benefits

• Opportunities for developing team members and promoting a positive, collaborative work atmosphere centered on continuous improvement.

• Access to employee development opportunities.

• Autonomy and responsibility in managing complex customer escalations and executing employee action plans.

• Comprehensive training and onboarding support.

• Utilization of modern CRM platforms, dialer systems, and lead management software.