Customer Service Lead

In this role, you will lead a fast-paced outbound BDR team to drive measurable business results from Irvine-based operations. You'll coach, supervise, and optimize daily activities, turning performance data into action plans that boost productivity and quality. You help shape workflows, set clear expectations, and design engaging programs to sustain momentum. You will partner with senior leadership to report insights and foster a culture of recognition and accountability.

• Lead and support a team of Business Development Representatives handling high-volume outbound calling activities to drive business results
• Set clear performance expectations and energize the team to achieve daily, weekly, and monthly goals through consistent direction and encouragement
• Design and refine team workflows, performance plans, and operating practices to maintain strong and reliable productivity levels
• Coach both new hires and tenured employees on communication methods, product understanding, call quality, and effective sales approaches
• Monitor individual and team results, evaluate progress against targets, and deliver timely feedback to improve effectiveness
• Create motivational programs such as contests, incentives, team challenges, and targeted learning sessions to sustain momentum
• Review production data and performance trends, then turn insights into action plans that strengthen output and overall team growth
• Maintain quality assurance standards by auditing work, reinforcing accurate messaging, and ensuring processes are followed efficiently
• Present performance findings and operational updates clearly to senior leadership while partnering with managers, administrators, and executive stakeholders
• Foster a culture of recognition and engagement by leading team huddles and virtual meetings that celebrate achievements and reinforce goals

• leadership and people management
• strong communication
• coaching and development
• outbound calling
• performance analysis
• quality assurance