Inbound/Outbound Calls Team Lead
About the Role
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. Your Key Contributions 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. What Makes You a Great Fit Builds Effective Teams: Builds effective teams by coaching Call Associates through real‑time feedback, monitoring performance and call quality, and supporting skill development to drive consistent results. Directs Work: Directs work by setting clear daily expectations, monitoring call activity and KPIs, and ensuring associates execute assigned priorities across inbound and outbound calls. Manages Conflict: Manages conflict by serving as the first point of escalation for client and associate issues, resolving concerns promptly and escalating appropriately when needed. Communicates Effectively: Communicates effectively by providing clear, timely feedback on performance, reinforcing expectations, and sharing updates related to call processes and client handling. Situational Adaptability: Demonstrates situational adaptability by adjusting coaching, priorities, and support based on call volume, performance trends, and real‑time client or team needs. 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. Highschool 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. Work Schedule Monday- Friday10:00 am - 7:00 pm EST Equipment Requirements 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 How You'll Benefit Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs of our employees and their families. We recognize the importance of health and well-being and are committed to fostering an environment where every team member can feel and perform at their best. 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. Our Firm At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve. Our Values At Lisinski Law Firm, we are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care. Apply To This Job