Customer Service Lead

We are looking for a Customer Service Lead to oversee a fast-paced team focused on outbound customer engagement in Irvine, California. This Long-term Contract opportunity is ideal for a hands-on leader who can build accountability, strengthen team performance, and create an encouraging environment centered on results. The role combines daily coaching, operational oversight, and performance analysis to help a high-volume business development team succeed consistently.

Responsibilities:
• Lead and support a team of Business Development Representatives handling high-volume outbound calling activities to drive business results.
• Set clear performance expectations and energize the team to achieve daily, weekly, and monthly goals through consistent direction and encouragement.
• Design and refine team workflows, performance plans, and operating practices to maintain strong and reliable productivity levels.
• Coach both new hires and tenured employees on communication methods, product understanding, call quality, and effective sales approaches.
• Monitor individual and team results, evaluate progress against targets, and deliver timely feedback to improve effectiveness.
• Create engaging motivational programs such as contests, incentives, team challenges, and targeted learning sessions to sustain momentum.
• Review production data and performance trends, then turn insights into action plans that strengthen output and overall team growth.
• Maintain quality assurance standards by auditing work, reinforcing accurate messaging, and ensuring processes are followed efficiently.
• Present performance findings and operational updates clearly to senior leadership while partnering with managers, administrators, and executive stakeholders.
• Foster a culture of recognition and engagement by leading team huddles and virtual meetings that celebrate achievements and reinforce goals.