Team Lead, Call Center

Make Space•Vaughan, ON

1d•CA$65,000 - CA$70,000•Hybrid

About The Position

Make Space is a growing Canadian company operating over 65 locations across six provinces, offering self-storage, portable storage, moving, and logistics solutions. They are committed to exceptional customer experiences and making storage simple, flexible, and accessible. The company offers competitive compensation, company-paid benefits, paid time off, and career growth opportunities. The Team Lead, reporting to the Senior Manager, Customer Experience, will support the day-to-day performance, development, and success of the Inside Sales team. This hands-on role requires leading by example, providing frontline leadership, coaching, training, and operational support to ensure service standards, sales objectives, and customer experience expectations are met. The successful candidate will maintain an active sales pipeline while contributing to team development, quality assurance, performance monitoring, customer escalations, and process improvement. This role collaborates with the Senior Manager to foster a high-performing contact centre environment serving diverse customer needs across Make Space's brands.

Requirements

3-5+ years of experience in inside sales, contact center sales, customer acquisitions, lead conversions, or other revenue-generation.
Demonstrated success in exceeding sales targets and conversion goals.
Previous experience serving as a senior sales representative, team lead, coach, mentor, trainer, or informal people leader within a contact centre, inside sales, or customer experience environment.
Advanced proficiency with CRM systems, reporting tools, and sales technology.

Nice To Haves

Experience in self-storage, portable storage, logistics, transportation, or service-based industries is considered a strong asset.
Bilingual English/French is considered a strong asset.

Responsibilities

Handle high volume of inbound sales inquiries.
Overcome objections and confidently communicate the value of Make Space products, services and merchandise.
Maintain an active sales pipeline and consistently convert inbound inquiries into rentals, reservations, and revenue opportunities.
Primarily support self-storage customers while assisting with portable storage opportunities and specialized customer inquiries.
Maximize revenue through upselling, cross-selling, and proactive customer follow-up.
Build strong customer relationships that drive repeat business and referrals.
Conduct regular call monitoring, email reviews, and chat audits.
Evaluate customer interactions against established quality standards.
Provide coaching and feedback to improve conversion rates and customer experience.
Identify trends impacting customer satisfaction, lead conversion, or service consistency.
Support the development of call guides, knowledge resources, and best practices.
Assist with implementation of quality assurance programs and scorecards.
Act as the primary support resource for Inside Sales Coordinators.
Review sales conversations and conversion opportunities.
Assist team members with objection handling and consultative selling techniques.
Share best practices that improve close rates and customer outcomes.
Assist with scheduling, coverage planning, and workflow coordination.
Assist with onboarding and ongoing training initiatives.
Provide real-time guidance on customer interactions, lead management, and sales strategies.
Serve as a subject matter expert for portable storage products and customer journeys.
Support portable storage lead conversion and customer communications.
Identify opportunities to cross-sell customers between self-storage and portable storage services.
Partner with Operations, Logistics, Marketing, and Store teams.
Support reporting, sales tracking, and performance analysis.
Identify process improvement opportunities that enhance efficiency and customer experience.