Call Source

Schedule: Full-Time | Minimum 40 hours per week Department: Operations Reports to: Outbound Manager

Position Summary

The virtual Outbound Team Lead is responsible for leading, coaching, and developing a team of Outbound Agents while driving productivity, appointment-setting performance, and campaign success. This role is responsible for ensuring agents consistently achieve performance expectations, follow company processes, and deliver results for assigned dealership campaigns.

The Outbound Team Lead works closely with the Outbound Manager to monitor team performance, identify improvement opportunities, implement coaching plans, and maintain high levels of operational efficiency.

Success in this role requires strong leadership, accountability, communication skills, and the ability to motivate agents to achieve and exceed performance goals.

Main Objective

• Lead and support a team of 8-10 Outbound Agents.
• Drive appointment-setting performance across assigned dealership campaigns.
• Maintain high levels of agent productivity, efficiency, and schedule adherence.
• Monitor performance metrics and provide real-time coaching.
• Develop agents through ongoing feedback, training, and accountability.
• Ensure campaign goals and company objectives are achieved.
• Partner with the Outbound Manager to improve team performance and operational effectiveness.

Key Responsibilities

The following duties and responsibilities represent the essential functions of the job. As a Team Lead, you may be required to perform additional duties, as assigned.

Team Leadership

• Provide daily leadership, support, and direction to assigned agents.
• Foster a positive, accountable, and results-oriented team culture.
• Recognize and reward strong performance.
• Address performance concerns promptly and professionally.

Performance Management

• Monitor team performance on an hourly, daily, weekly, and monthly basis.
• Review productivity and appointment-setting metrics throughout the day.
• Provide real-time coaching and support when performance falls below expectations.

Campaign Management

• Monitor assigned dealership campaigns and agent performance.
• Ensure agents follow campaign procedures, scripts, and best practices.
• Escalate dealership concerns or campaign issues to the Outbound Manager.

Operational Responsibilities

• Monitor schedule adherence, attendance, breaks, lunches, and productivity.
• Ensure all required documentation and notes are completed accurately.
• Assist with staffing coverage and operational needs as directed.
• Maintain compliance with company policies and procedures.

Collaboration

• Work closely with the Outbound Manager to achieve departmental goals.
• Identify training opportunities and process improvements.
• Provide feedback regarding campaign performance and agent development needs.

The Outbound Team Lead is responsible for driving team performance in the following areas:

Productivity Metrics

• Calls Per Hour (CPH): 25+
• Calls Per Day: 200+

Performance Metrics

• Connection Rate: 35%+
• Engagements Per Hour (EPH): 8.75+
• Appointments Per Hour (APH): 1.25+
• Appointments Set Per Day: 10+
• Appointment Conversion Rate: 14%+

• Strong leadership
• Excellent verbal and written communication skills
• Ability to motivate and develop team members
• Strong organizational and time management skills
• Problem-solving and decision-making abilities
• Ability to analyze performance data and trends
• Ability to manage multiple priorities in a fast-paced environment
• Professional attitude and strong work ethic

Ideal Work Space

• Must have existing high-speed Internet access at home, at 1 Gbps, hard-wired into router.
• At least 2 monitors to work on
• Quiet, noise-free home office space, free of distractions
• Computer Specs, PC
• AMD Ryzen 3 or higher, Intel Core i3 Process or similar
• 8 GB of RAM minimum
• Windows 11 or higher
• Webcam
• Google Chrome Installed

Education/Training

• High School Diploma or GED equivalent

Experience

• Outbound call center experience required
• Previous leadership, Team Lead, or management experience preferred
• Appointment-setting or sales experience preferred
• Automotive dealership experience preferred
• Experience working remotely in a performance-driven environment

Physical Requirements

Sitting at a computer, vision, close-up work, extensive computer work, extensive speaking on the phone

The Outbound Team Lead is expected to lead by example, maintain a positive and professional attitude, uphold company standards, and drive a culture focused on accountability, productivity, customer engagement, and appointment-setting success. The Team Lead is accountable for helping agents achieve performance goals while supporting the overall success of the Outbound Department and dealership clients.