Call Center Lead

Job Title: Call Center Lead – Union Developers

Location: [Insert Location]
Company: Union Developers

Job Type: Full-Time

About Us:
Union Developers is a fast-growing real estate development company delivering high-quality residential and commercial projects. We are seeking an experienced and motivated Call Center Lead to manage and elevate our customer engagement operations.

Key Responsibilities:

• Lead and supervise the call center team to ensure high performance and productivity
• Monitor inbound and outbound calls, ensuring excellent customer service standards
• Develop scripts, workflows, and call handling strategies
• Train, coach, and evaluate call center agents
• Track KPIs such as conversion rates, call quality, and response times
• Coordinate with sales and marketing teams to improve lead generation and conversion
• Handle escalated customer inquiries and resolve issues efficiently
• Prepare performance reports and recommend improvements

Requirements:

• 5–10 years of experience in call center operations (required)
• Experience with a renowned call center (e.g., Ibex) is highly preferred
• Proven experience in a leadership or supervisory role
• Strong communication and interpersonal skills
• Ability to manage, motivate, and develop teams
• Experience with CRM systems and call center software
• Analytical mindset with problem-solving abilities
• Experience in real estate or sales-driven environments is a plus
• Bachelor’s degree (preferred)

What We Offer:

• Competitive salary package
• Performance-based incentives
• Career growth opportunities
• Professional and collaborative work environment

Work Location: In person