Call Center - Team Lead

Join to apply for the Call Center - Team Lead role at CoverageX
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Coverage

X is a growing leader in the Vehicle Service Contracts industry. We help drivers protect themselves from unexpected vehicle repair costs with reliable coverage and a strong focus on customer satisfaction.

If you are looking for an opportunity to grow, learn, challenge yourself, and master your craft, look no further.

Lead and mentor a successful Transfer Team ensuring the achievement of personal/team transfer targets, compliance, and adherence to company policies and procedures. Manage individuals’ performance throughout the day by actively listening to calls and coaching.

This position is onsite full‑time, 8am–5pm M–F, earning $23.00 an hour.

Location:

Bedford, TX.

• Implement effective transfer processes to facilitate an efficient operation.
• Excellent communicator demonstrating call screening skills.
• Personnel development driving hourly, daily, and weekly transfer targets.
• Support and motivate transfer team by focusing on workflow, following the script, and coaching.
• Liaise closely with executive management to resolve HR issues, including compliance, work attitude, incentives, motivation, and success planning.
• Assign agreed‑upon transfer targets and job responsibilities for each team member.
• Manage communication including transfer reports, meetings and live monitoring of transfer calls.
• Lead from the front; your team is a reflection of your work ethic.
• Utilize energy and enthusiasm to support goals. Be mindful the staff does not need a cheerleader—they need a success coach.
• Lead by example; willingness to immerse self into the business by handling screening calls.

• High school diploma or GED and two to three years of related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze and interpret contracts, policies, documents, and regulations.
• Ability to establish rapport, present information, and respond to questions from managers, clients, customers, and callers.
• Ability to calculate figures and amounts such as discounts, commissions, pro‑rata, percentages, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables.
• Ability to interpret a variety of instructions furnished in written, oral, or scheduled form.
• Knowledge of computer skills. MS Office is preferred.

Mid‑Senior level.

Full‑time.

Information Technology.