vBDC Outbound Team Lead

Call Source•Oklahoma City, OK

1d•Remote

About The Position

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.

Requirements

Outbound call center experience required
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
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
High School Diploma or GED equivalent

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.