Customer Service LeadWe are looking for a Customer Service Lead to oversee a fast-paced team focused on outbound customer engagement in Irvine, California. This long-term contract opportunity is ideal for a hands-on leader who can build accountability, strengthen team performance, and create an encouraging environment centered on results. The role combines daily coaching, operational oversight, and performance analysis to help a high-volume business development team succeed consistently.
Responsibilities:
Lead and support a team of Business Development Representatives handling high-volume outbound calling activities to drive business results.
Set clear performance expectations and energize the team to achieve daily, weekly, and monthly goals through consistent direction and encouragement.
Design and refine team workflows, performance plans, and operating practices to maintain strong and reliable productivity levels.
Coach both new hires and tenured employees on communication methods, product understanding, call quality, and effective sales approaches.
Monitor individual and team results, evaluate progress against targets, and deliver timely feedback to improve effectiveness.
Create engaging motivational programs such as contests, incentives, team challenges, and targeted learning sessions to sustain momentum.
Review production data and performance trends, then turn insights into action plans that strengthen output and overall team growth.
Maintain quality assurance standards by auditing work, reinforcing accurate messaging, and ensuring processes are followed efficiently.
Present performance findings and operational updates clearly to senior leadership while partnering with managers, administrators, and executive stakeholders.
Foster a culture of recognition and engagement by leading team huddles and virtual meetings that celebrate achievements and reinforce goals.
