[Hiring] Inbound/Outbound Calls Team Lead @The Lisinski Law Firm

Role Description

The Inbound/Outbound Calls Team Lead oversees a team of Call Associates responsible for handling inbound and outbound calls, engaging prospective and existing clients, and driving revenue growth. This role ensures consistent performance, high-quality client service, and effective execution through coaching, monitoring, and day-to-day people leadership.

• Supervise, coach, and support a team of Inbound and Outbound Calls Associates to ensure productivity, engagement, and performance expectations are met.
• Ensure team members effectively handle inbound and outbound calls, promote services and offers, and support clients throughout the engagement process.
• Monitor, review, and evaluate call quality; provide timely feedback, coaching, and performance guidance.
• Track individual and team KPIs, communicate performance trends, and identify strengths and development opportunities.
• Support onboarding, training, and ongoing skill development for team members.
• Serve as the first point of escalation for client concerns, complex situations, or service issues.
• Ensure accurate documentation of calls, voicemails, and client interactions in required systems.
• Identify opportunities to improve client experience, call effectiveness, and team processes.
• Collaborate with other Team Leads and departments to ensure consistent client support and operational alignment.

Qualifications

• Strong selling, negotiation, and objection-handling skills.
• Strong organizational, time-management, and problem-solving skills.
• Proficient with Microsoft Office Suite or related tools.
• Bilingual (Spanish–English) required.
• High school diploma or equivalent required.
• 1-5 years of experience in business development, sales or call center environments.
• Experience tracking and interpreting KPIs to drive performance improvement.

Requirements

• Work Schedule: Monday - Friday 10:00 am - 7:00 pm EST
• For PC Users:
  • A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years)
  • Windows 11 (kept up to date)
• For Mac Users:
  • A modern processor (Apple M1 chip or a recent Intel Core i5)
  • A recent macOS (Ventura or newer)
• For Everyone:
  • At least 8 GB of memory (RAM) to run applications smoothly
  • A fast hard drive with sufficient available storage

Benefits

• Paid Time Off (PTO) – including vacation, sick leave, and personal days, consistent with the local country’s requirements.
• Paid Holidays – country-specific public holidays.
• Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits aligned to local laws and norms.
• Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated and handled.
• Retirement or pension contributions – based on each country’s legal and cultural standards.
• Employee support and compliance protection – including access to local HR experts for questions about laws, culture, or benefits.