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Call Center Lead - New Carrollton, MD

Closet America is seeking a skilled and motivated Call Center Team Lead to join our team here in Landover, MD! The Call Center Team Lead is responsible for managing a team of employees who handle inbound and outbound calls. The primary goal is to set appointments with both former and new customers for the Sales Team to conduct product demonstrations. The Team Lead ensures that key metrics are met on a daily basis, oversees the interview and training process for new hires, and collaborates with various departments to optimize lead sources. Duties include lead conversion, driving productivity, coaching, monitoring, and developing call center representatives and other duties as assigned by management.

 

What You Will Do:  

  • Manage inbound and outbound call volume by monitoring the lead flow and performance of all lead campaigns

  • Provide coaching, feedback, and performance evaluations to team members

  • Conduct interviews and participate in the hiring process for new team members

  • Develop and implement training programs to onboard new hires and enhance skills of existing team members

  • Stay informed about current promotions and effectively communicate them to the team

  • Ensure high standards of customer service and professionalism in all interactions

  • Monitor and coach team to ensure daily appointment setting goals are met each shift

  • Drive productivity and provide support to call center representatives to meet daily benchmarks

  • Monitor Five9 activity to ensure that rep utilization remains at 90% or higher

  • Continuously monitor performance via skill-based routing to ensure high rate of lead conversion

  • Contribute to a positive team environment

  • Assist with other Call Center duties as needed

What We Expect from You:

  • 2+ years experience in a customer service, lead setting, or sales role preferred

  • Proven experience in a call center environment, preferably in a leadership or supervisory role

  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team

  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment

  • Experience with dialer management preferred

  • Excellent computer skills, fluent in Microsoft Office 365

  • Excellent written and oral communication and interpersonal skills

  • Proficiency in CRM software and call center technology

  • Results-oriented with a strong focus on achieving goals

  • Strong problem-solving and conflict resolution skills

  • Open to feedback for continuous improvement and growth

We Offer:

  • Competitive base and bonus package! 

  • Robust Benefits Package: Includes Medical/Dental/Vision plans with HSA, 401(k) with company matching, and more.

  • Work-Life Balance: Generous PTO, paid company holidays.

  • Professional Development: Comprehensive paid training and ongoing development programs.

  • Employee Perks: Referral bonuses and employee purchase discounts.

Our Culture:

  • Community-Centered: We're deeply ingrained in the communities we serve. Understanding the unique needs and preferences of East Coast residents, we excel in bringing our customers' visions to life with exceptional results.

  • Award-Winning Excellence: Our recognition as a top-rated provider in the industry and our consistent delivery of outstanding service underscore our commitment to excellence and community trust.

  • Vibrant, Collaborative, and Achievement-Oriented: Our dynamic and inclusive work environment thrives on vibrancy and collaboration. We believe in achieving remarkable results through teamwork and a shared purpose.

  • Passion and Commitment: Each member of our team embodies our company's spirit. We are known for our passion, dedication, and loyalty, committed to exceeding our customers' expectations and forging enduring connections.

Apply Now! We're seeking individuals who resonate with our dedication, passion, and drive. If you're looking to make a meaningful impact and grow your career in a supportive, fun, and result-driven environment, this company is the place for you. Join us, and let's achieve great things together.

Average salary estimate

$60000 / YEARLY (est.)
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$50000K
$70000K

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What You Should Know About Call Center Lead - New Carrollton, MD, Closet America

Closet America is excited to welcome a Call Center Lead to our team in New Carrollton, MD! As a Call Center Lead, you will play a vital role in steering a talented group of call center representatives who are not only responsible for making outbound calls but also managing incoming inquiries. Your main goal will be to set up appointments for our Sales Team, engaging both former and new customers. You'll review key performance metrics and ensure that your team performs at their best, facilitating interviews, hiring, and crafting training programs that help everyone excel. Your responsibilities will include providing constructive feedback, evaluating performance, and driving lead conversion rates. You’ll take charge of customer interactions, guaranteeing that our service standards remain at the highest level, while also monitoring the Five9 activity to maintain optimal utilization rates. If you have a passion for customer service and a knack for motivating others, this is the perfect opportunity to join a community-centered company that values excellence and teamwork. Closet America offers a fun and collaborative work environment, competitive compensation including bonuses, robust benefits packages, and opportunities for professional development that empower you to grow in your career. Join us in making an impact where your contributions truly matter and where success is recognized and celebrated!

Frequently Asked Questions (FAQs) for Call Center Lead - New Carrollton, MD Role at Closet America
What are the main responsibilities of a Call Center Lead at Closet America?

As a Call Center Lead at Closet America, you will oversee the daily management of your team, ensure the achievement of appointment-setting goals, and provide coaching and performance evaluations. You'll conduct interviews for new hires, implement training programs, and collaborate with various departments to enhance lead conversion rates.

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What qualifications are needed to apply for the Call Center Lead position at Closet America?

To qualify for the Call Center Lead position at Closet America, candidates should have at least 2 years of experience in customer service, sales, or lead setting, along with proven leadership skills in a call center environment. Excellent communication, time management skills, and a strong focus on goal achievement are essential.

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How does Closet America support the professional development of its Call Center Leads?

Closet America is committed to the growth of its Call Center Leads through comprehensive paid training and ongoing development programs. We also encourage continuous feedback and improvement, fostering an environment where personal and professional growth is prioritized.

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What types of benefits can a Call Center Lead expect at Closet America?

Call Center Leads at Closet America enjoy a competitive base salary, bonus package, comprehensive health benefits, a 401(k) with company matching, and generous paid time off. We also offer referral bonuses and employee discounts as part of our robust benefits package.

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What is the work culture like for a Call Center Lead at Closet America?

The work culture at Closet America is vibrant, collaborative, and achievement-oriented. We are dedicated to community involvement and foster a supportive environment where teamwork and shared purpose drive exceptional results. Our employees are passionate about exceeding customer expectations and contributing to each other's success.

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Common Interview Questions for Call Center Lead - New Carrollton, MD
Can you describe your leadership style as a Call Center Lead?

When answering this question, highlight your approach to leadership—whether it's coaching, motivating, or providing constructive feedback. Share specific examples of how you successfully led a team, maintained high morale, and improved performance metrics.

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How do you handle underperforming team members in a call center environment?

It's essential to address underperformance directly and constructively. Explain how you would conduct a one-on-one meeting to discuss performance issues, set improvement goals, and provide the resources necessary to help them succeed.

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What strategies would you employ to drive productivity among your call center team?

Discuss various productivity strategies you have used in the past, such as setting clear targets, providing regular feedback, and recognizing achievements. Mention how fostering a positive environment can increase team motivation and output.

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How do you ensure high customer service standards in your team?

You may want to talk about your methods for training your team on customer service techniques, continuous monitoring of calls for quality assurance, and encouraging team members to share best practices that yield excellent customer interactions.

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Can you give an example of how you improved lead conversion rates?

Describe a specific initiative you implemented that successfully increased lead conversion. Discuss how you analyzed performance data, provided team coaching, or used new technologies to enhance processes.

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What role does communication play in your management style?

Emphasize the importance of open and clear communication in a successful call center. Provide examples of how you foster transparency within your team and encourage team input to enhance processes and morale.

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How do you stay informed about industry trends that impact the call center?

Share your strategies for staying updated on industry trends, such as attending conferences, participating in webinars, reading industry publications, or networking with other professionals. Highlight how you incorporate this information into your team's practices.

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How would you manage stress during high call volume periods?

Discuss your methods for managing stress, both personally and for your team. Talk about the importance of proper scheduling, maintaining a positive work environment, and employing techniques to stay focused and calm during busy times.

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What experience do you have with call center technology and tools?

Provide details about your experience with various call center technologies, such as dialers, CRMs, and reporting tools. Highlight how your expertise with these technologies enhances team efficiency and customer satisfaction.

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How do you handle feedback from upper management?

Demonstrating openness to feedback is crucial. Discuss how you actively seek feedback, view it as an opportunity for growth, and implement necessary changes to improve your team's performance and align with company objectives.

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Closet America, based in Landover, Md., is the premier manufacturer and installer of residential and commercial custom organization systems in the Washington, D.C., Northern Virginia, and Maryland metropolitan areas. The Washington Post recognized...

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DATE POSTED
January 15, 2025

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