Call Center Team Lead

Job title: Call Center Team Lead

About the Role Renewal by Andersen has an immediate opening for an in-office Call Center Team Lead. The role is to coach, support, manage, lead and strengthen the Call Center team as they manage inbound and outbound efforts to drive leads and customers.

What You'll Do

• Reports directly to the Inside Sales Center Manager and provides leadership and support to the call center team.
• Develop and demonstrate strong leadership to guide and mentor staff.
• Manage daily appointment calendar.
• Set a high standard for customer service in the call center.
• Manage workflow: assign tasks, support staff, monitor performance indicators.
• Provide direct support for call center and sales teams as needed.
• Answer and screen inbound and outbound calls; take customer calls and provide accurate, satisfactory answers.
• Handle escalated inquiries following proper procedures; communicate outcomes to the Inside Sales Center Manager.
• Provide meaningful feedback to improve performance and processes.
• Assist in entering, collecting, and analyzing call center data.
• Assist in training and onboarding.
• Collaborate with the Inside Sales Center Manager to manage essential administrative tasks.
• Perform other duties as assigned.

What We're Looking For

• High School Diploma or equivalent.
• Effective listening and communication; active listening, positive tone, and patience.
• Ability to multitask and manage multiple responsibilities daily.
• Works well under pressure and stays calm in stressful situations.
• Excellent organizational skills and attention to detail.
• Ability to work with a variety of personalities and build relationships.
• 2+ years of previous call center or customer service experience.
• 1 year of leadership or coaching experience.
• Type minimum 55 wpm.
• Bilingual a plus.
• Employment offer contingent on a clean, basic background check.

Nice to Have

• Weekend schedule may vary based on operational needs.
• Paid training.
• No cold calling.

Compensation & Benefits

• Salary: $20-$22 per hour, based on experience, plus a structured commission plan.
• Benefits: Health insurance, Health savings account, Dental insurance, Vision insurance, 10k paid group life insurance, Life insurance, 401(k), 401(k) matching, Paid time off, Employee break room.