Hybrid Inbound & Outbound Team Lead (On Site)

Job Description

Hybrid Inbound & Outbound Team Lead - Ken Garff Listening Center

The Ken Garff Listening Center is seeking a Hybrid Inbound & Outbound Team Lead who is committed to delivering exceptional customer service and helping others succeed. This leadership role supports both inbound and outbound work, helping ensure a world-class experience for every customer interaction. If you're a confident communicator who enjoys coaching, problem-solving, and building up teams, we want to hear from you. This position is open to both internal and external candidates.

Why You'll Love Working With Us

At the Ken Garff Listening Center, you'll join a close-knit, supportive team that values connection, collaboration, and personal growth. We offer a hybrid work model and a balanced schedule —the Listening Center operates from 6 AM to 7 PM, Monday through Friday, and 8 AM to 4:30 PM on Saturdays, with Sundays off. It's a great environment for those looking to build their leadership skills and grow their careers within an established, people-first company.

Duties and Responsibilities:

• Lead and support a team of 12-15 contact center agents across both inbound and outbound functions, ensuring consistency in service, communication, and performance.
• Actively coach and develop agents by identifying strengths and growth opportunities, creating development plans, and helping team members build long-term career skills.
• Provide ongoing training, performance feedback, and day-to-day support to help agents meet and exceed individual and team goals.
• Monitor live and recorded calls—both inbound and outbound—to deliver targeted coaching and promote continuous improvement.
• Conduct regular team meetings to communicate updates, review metrics, celebrate successes, and strengthen team culture.
• Take inbound and outbound customer calls as needed, particularly during high call volume periods.
• Manage and approve time-off requests, review schedules prepared by Workforce Management, and oversee timekeeping and attendance tracking.
• Participate in hiring and onboarding new agents, ensuring a smooth transition and early success.
• Conduct annual performance reviews and issue corrective action when necessary, maintaining alignment with company policies.
• Stay current on systems, processes, and product knowledge to effectively guide both agents and customers.
• Take on additional responsibilities as assigned by management to support the overall success of the Listening Center.

Qualifications:

• Must be 18 years or older and be authorized to work in the U.S.
• High school diploma or GED required; associate degree or an equivalent combination of education and experience preferred.
• Minimum of 2 years experience in a call center environment and/or customer service experience required.
• At least 2 years of management or supervisory experience in a customer service environment is required.
• Proven ability to coach, mentor, and develop team members to achieve performance goals.
• Exceptional verbal and written communication skills.
• Strong attention to detail with the ability to multitask effectively in a fast-paced environment.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, etc.).
• Must maintain a professional appearance and demeanor.
• Valid in-state driver’s license

Here’s why you’ll want to work here:

• Paid Time Off and 401k
• Medical, Dental, Vision, Short- and Long-term disability, AD&D and Life Insurance
• Wellness Program
• Free Professional Counseling for you and your family
• Paid Training and Career Pathing

We are an Equal Opportunity Employer

(( We Hear You ))