Call Center Team Lead

Responsible for guiding and supporting a team of Telerecruiters in achieving donor engagement and collection goals. This role requires strong leadership, effective communication, a customer-focused mindset, and a commitment to operational excellence. Schedule: Position is regularly scheduled to work evening shifts to provide leadership coverage during PM operating hours in addition to rotating weekend coverage. Responsibilities Motivate, guide, and inspire Telerecruiters to meet individual and team performance goals, setting clear expectations and providing constructive feedback. Conduct regular performance evaluations and use incentive programs to drive engagement. Deliver comprehensive training for new hires and ongoing development for existing staff, identifying skill gaps and providing targeted coaching. Communicate clearly and effectively with team members, donors, and leadership; practice active listening to understand concerns. Ensure high‑quality donor interactions by monitoring calls, providing feedback, and demonstrating empathy and emotional intelligence. Identify and resolve operational issues, donor concerns, and performance challenges quickly, maintaining composure under pressure. Monitor donor schedules and product inventory to prioritize outreach efforts, coordinating with fixed sites and mobile operations to optimize appointment scheduling. Utilize department software to manage schedules, donor communications, and reporting; create and send voice blasts, text messages, and emails as needed. Assist with campaign planning, staff scheduling, reporting, and documentation updates, maintaining organized reference materials and ensuring team access to current procedures. Help plan and lead team meetings to share updates, celebrate successes, and address challenges. Research escalations and data discrepancies, providing timely feedback and solutions; support data entry, donor profile management, and report generation. Make outbound calls and schedule donor appointments based on availability and convenience, accurately documenting call outcomes and maintaining donor records. Adhere to all organizational policies, SOPs, and safety protocols, staying informed through training sessions, team meetings, and relevant publications. Qualifications Strong leadership, technical proficiency, and interpersonal skills necessary to support a high‑performing contact center team. Proven ability to direct, organize, implement, and evaluate daily departmental operations to meet established goals and performance standards. Proficiency in CRM systems and Microsoft Office (Excel, Word, Outlook). High‑school diploma or equivalent required; associate degree preferred. Ability to lift up to 25 pounds occasionally, as needed for operational support. Exceptional organizational skills, strong oral and written communication abilities, and flexible interpersonal skills. Solid data entry and computer skills with attention to accuracy and efficiency. Maintains a professional demeanor and holds the highest standards of confidentiality regarding donor and organizational information. #J-18808-Ljbffr