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.

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