[Hiring] Inbound Sales Team Lead @Sagan Worldwide

Role Description

The Inbound Sales Team Lead (Call Center) is responsible for supervising and coaching a team of call center agents to ensure high-quality customer service, strong appointment booking performance, and successful sales conversion of preventative maintenance memberships. This role combines real-time leadership, KPI ownership, and operational oversight to drive measurable team results.

Key Responsibilities

• Team Leadership & Real-Time Support:
  • Supervise and support a team of inbound sales call center agents.
  • Provide real-time assistance during shifts, including handling escalated calls.
  • Foster a motivated, performance-driven team culture.
  • Ensure agents deliver a positive and professional customer experience.
• Sales Coaching & Performance Improvement:
  • Coach agents to improve appointment booking rates and membership sales.
  • Train team members on objection handling, conversational selling, and sales psychology.
  • Identify performance gaps and implement targeted improvement plans.
  • Support top performers in optimizing their conversion and booking performance.
• Call Quality & Customer Experience:
  • Monitor call recordings and provide structured feedback to improve performance.
  • Ensure calls maintain a strong balance between customer experience and sales effectiveness.
  • Support agents in resolving complex or sensitive customer situations.
• KPI Monitoring & Reporting:
  • Track key performance metrics, including:
    • Appointment booking rate
    • Membership conversion
    • Call quality
    • Customer satisfaction
  • Analyze performance trends and identify opportunities to improve results.
  • Share insights and recommendations with leadership.
• Training & Onboarding:
  • Lead onboarding and training for new call center agents.
  • Ensure agents understand service offerings, sales processes, and internal systems.
  • Continuously reinforce best practices for communication, service, and sales.

Qualifications

• High school diploma or equivalent (required).
• Bachelor’s degree in Business, Management, or related field (preferred).
• 3+ years of call center experience, including team leadership.
• Proven experience in inbound sales or service-to-sales conversion.
• Strong coaching and performance management skills.
• Near-native English communication skills (verbal and written).
• Experience managing KPIs and performance reporting.
• Proficient with CRM systems, ERP tools, Google Workspace, Slack, and related platforms.

Nice-to-Haves

• Experience in home services or membership-based sales models.
• Background in workforce scheduling or call center analytics.
• Experience using AI-based call tools (e.g., LaceAI or similar).
• Experience managing a small team (5–8 agents) in a player-coach capacity.

Requirements

• Location: Remote - LatAm or South Africa
• Salary Range: 1800 to 2200 USD/month
• Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM (CST)
• NOTE: INDEPENDENT CONTRACTOR POSITION