Customer Service Lead

Job Description

Job Description

We are seeking a highly motivated and experienced Call Center Lead for our Business Development Center (BDC) team. This role is responsible for overseeing day-to-day operations, driving performance metrics, and ensuring a high level of customer service and lead conversion. The ideal candidate has strong leadership skills, experience in high-volume call environments, and a passion for team development and results.

Responsibilities :

• Supervise, coach, and lead a team of BDC representatives to achieve performance goals in outbound and inbound call handling, lead generation, appointment setting, and customer follow-up
• Monitor and analyze call center metrics (e.g., call volume, conversion rates, hold times, call quality) and provide performance reports to upper management.
• Develop and implement call scripts, training materials, and best practices to improve
• customer engagement and sales effectiveness
• Coordinate with sales and service departments to ensure proper handoff and follow-through on appointments and leads
• Handle escalated customer concerns with professionalism and a solutions-focused approach
• Maintain and improve customer satisfaction through excellent service and effective communication
• Recruit, onboard, and train new team members to maintain high team performance.
• Use CRM systems and phone software (e.g., VinSolutions, Elead, CallSource, etc.) to track customer interactions and lead progress

Qualifications :

Want to be considered for this opening immediately? Candidates already registered with us, please send an updated resume to interviews@lpcpersonnel.com and reference the job title. If you are not already registered, please apply by clicking the "Apply Now" button.