Customer Service Lead
hace 27 días
Houston
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., • 1 year in a supervisory or management role is preferred, • Strong leadership, coaching, and team development skills, • Excellent communication, organization, and multitasking abilities, • Experience with automotive dealership CRM systems is highly preferred, • Ability to analyze data and implement strategies for performance improvement, • Customer-first mindset with the ability to manage a fast-paced, goal-oriented environment Want to be considered for this opening immediately? Candidates already registered with us, please send an updated resume to and reference the job title. If you are not already registered, please apply by clicking the "Apply Now" button.