Sales and Service Development Team Lead

We are seeking a Sales and Service Development Team Lead to oversee a team of high-volume outbound call professionals, known internally as Sales & Service Development Representatives (SSDRs). These representatives focus on structured outbound calling, lead qualification, prospecting, and early-stage customer engagement.

As Team Lead, you will coach, develop, and manage the day-to-day operations of this team, driving performance across sales development, customer service, and quality metrics. This role is ideal for someone who thrives in fast-paced environments, enjoys motivating others, and is skilled at optimizing both people and process to deliver high-impact results.

• Team Leadership & Performance Management
• Lead a team of Sales & Service Development Representatives to meet and exceed performance goals in lead generation, customer engagement, and service.
• Monitor daily performance and call activity, providing real-time coaching, feedback, and support.
• Foster a culture of accountability, energy, and continuous improvement.

• Provide regular one-on-one coaching sessions, performance reviews, and skill development plans.
• Train new team members on call scripts, objection handling, CRM systems, and outreach best practices.

• Ensure call scripts, rebuttals, and service workflows are followed accurately and consistently.
• Identify areas for process improvements and collaborate with cross-functional teams to implement changes.

• Own and interpret team performance data to drive decision-making, accountability, and continuous improvement.
• Track, analyze, and trend key performance indicators (KPIs) including call volume, conversion rates, lead quality, contact rates, service resolution, productivity, and customer satisfaction.
• Translate raw data into clear insights that identify performance gaps, coaching opportunities, and process improvements.
• Prepare and deliver regular performance reports, dashboards, and summaries for leadership, highlighting trends, risks, and recommended actions.

• Model and reinforce strong customer engagement practices, emphasizing trust-building, responsiveness, and clear communication.
• Serve as an escalation point for customer concerns not resolved at the rep level.

• 2+ years of experience in a team lead or supervisory role in a call center or high-volume phone sales environment
• Prior hands-on experience in outbound/inbound sales, lead qualification, or customer service
• Proven ability to coach and motivate individuals toward achieving and exceeding KPIs
• Strong communication skills—both verbal and written
• Experience using CRM systems and call management tools
• Strong analytical mindset with the ability to interpret performance data, identify trends, and convert insights into measurable improvements.
• High emotional intelligence and a people-first leadership style

• Experience in financial services, mortgage, or insurance industries
• Familiarity with scripting and quality assurance tools

• Fast-growing team with opportunities for advancement
• Supportive leadership and collaborative culture
• Competitive compensation and performance-based bonuses
• Health, dental, vision, and 401(k) benefits
• Ongoing training and professional development