Call Center Team Lead

Remote | Full Time

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About us:

With over 100 years of combined industry experience, the Community Minerals team specializes in the purchase of mineral or royalty rights all over the US. We have earned a stellar reputation with hundreds of satisfied customers and an “A” Rating with the Better Business Bureau. With our proven track record, we continue to serve mineral owners in several states with transparency, accountability, and a personalized experience to meet individual needs.

Job Summary:

The Call Center Team Lead will oversee and direct all inbound call center operations. This role is pivotal in maintaining the highest standards of service quality from our third party call center, ensuring all customer interactions are monitored and assessed, and enhancing the overall process.

What You’ll Do:

  • Vendor Management: Oversee and manage contracts and services with providers such as Specialty Answering Service, serving as a liaison officer. Regularly evaluate contracts and determine service needs to maintain daily operations and maximize platform usage efficiency. Conduct research on available service provider options as needed.

  • Call Auditing: Conduct regular call audits to ensure compliance with quality standards and regulatory requirements. Verify that all calls are properly routed to the third-party call center service, and coordinate with the appropriate team if any issues arise.

  • Pipeline Management: Manage new and existing deals, including customer correspondences that require endorsement to the appropriate teams. Monitor deals in the Qualifying and Conversion pipelines to ensure they are properly staged.

  • Administrative: Provide support to the Director of Customer Engagement in managing the platforms used and offer feedback on technical issues arising during day-to-day operations.

What We’re Looking For:

  • Experience:

    • At least 3 years of experience in lead qualifying or call center management
    • At least 1 year of experience leading a team.
    • Proven leadership skills and experience in managing a team.
    • Strong analytical, critical thinking, and problem solving skills.
    • Excellent communication and presentation abilities

Technical Skills:

  • Lead Qualifying Skills

  • Proficiency in MS Office

  • Data Analysis Skills

  • Familiarity with Phone Systems and Contact Center platforms

  • Soft Skills:

    • Proven leadership skills and experience in managing a team.
    • Strong analytical skills and attention to detail.
    • Excellent communication and interpersonal skills.

Industry Knowledge:

  • Preferably with experience on real estate or property acquisition

Competencies and Attributes:

  • Thrives in a fast-paced, remote-first work environment.

  • Demonstrates discipline, focus, and reliability in support tasks.

  • Aligns with the team’s emphasis on operational excellence, compliance, and support for technical evaluation.

  • Open to collaboration, feedback, and process alignment across teams.

What's in it for You:

  • Competitive Compensation: Earn $6.50/hr paid in foreign currency, commensurate with your skills and experience.

  • Work your way: Remote Work Set-Up enabling you to operate from the comfort and convenience of your own chosen workspace

  • Success Incentives: Enjoy company bonuses and performance-driven rewards.

  • Soar with Us: Opportunities for career growth and promotions await you.

  • Positive Vibes Only: Experience a supportive and uplifting work culture.

  • Annual Bonus: We value your dedication throughout the year, rewarding you with annual performance bonus shared at the end of the year.

  • Performance Raise: Your hard work doesn't go unnoticed. Be ready to seize opportunities for salary increase based on your outstanding performance.

  • Performance Incentives: We believe exceptional work deserves recognition. Performance incentives are awarded to individuals who demonstrate outstanding contributions, initiative, and results. It’s our way of celebrating excellence and motivating continued success.

  • Discretionary Bonus: At Community Minerals, exceptional work doesn’t go unnoticed. Contractors who consistently go above and beyond may be rewarded with discretionary bonuses, a token of appreciation for outstanding contributions, impactful results, and dedication to excellence. Let your work speak, and the rewards will follow!

Other Requirements

  • Willing to work in US Business Hours (CST)

  • Must have stable Internet and Power Connection

System Requirements

To ensure optimal performance and functionality while using different web and application tools, please make sure that your system meets the following requirements:

Operating System:

  • Windows: Windows 10 (64-bit) or higher

  • macOS: macOS 11 (Big Sur) or higher

Processor:

  • Intel: 8th Gen Core i3, i5, i7, or newer

  • AMD: Ryzen 3 (2018) or newer

Memory (RAM):

  • A minimum of 8 GB of RAM is required.

  • Recommended: 16 GB RAM for multitasking and optimal performance.