Appointment Setter Team Leader

The Appointment Setter Team Lead oversees a team of 10–15 outbound appointment setters at a debt consulting firm. This role is responsible for monitoring daily performance, tracking KPIs, reviewing calls, coaching team members, and ensuring the team consistently follows qualification scripts and calling procedures. The Team Lead serves as the first point of escalation for performance or operational issues and works closely with sales leadership to improve call quality, qualification rates, and the handoff of qualified prospects to closers.

Description:

• Manage and support a team of 10–15 outbound appointment setters, ensuring daily activity and performance expectations are met.
• Establish and monitor individual and team KPIs, including call volume, live connections, qualification rates, transfers or appointments, and overall productivity.
• Listen to recorded or live calls to evaluate call quality, script adherence, communication skills, and qualification accuracy.
• Provide regular coaching and constructive feedback to improve performance, objection handling, and prospect engagement.
• Ensure team members consistently follow approved scripts, qualification criteria, and established calling procedures.
• Identify underperformance and work with representatives to develop improvement plans.
• Serve as the first point of escalation for questions, difficult calls, process issues, and performance concerns.
• Escalate more complex customer, compliance, or operational issues to the appropriate manager.
• Track attendance, productivity, and performance trends, maintaining accurate team reporting.
• Coordinate with closers and sales leadership to improve the quality of qualified leads and the handoff process.
• Support onboarding and training for new representatives, including call scripts, dialer usage, qualification processes, and performance expectations.
• Identify recurring challenges and recommend improvements to scripts, workflows, and team processes.
• Maintain a motivated, accountable, and performance-driven team environment.

Requirements :

• At least 1 year of experience in a team lead, supervisory, call center, outbound sales, appointment setting, or similar role.
• English C1 is required
• Good leadership abilities and demonstrated experience managing or coaching a team of outbound callers is preferred.
• Background in debt consulting, debt relief, financial services, or a similar industry is a plus but not required.
• Ability to follow instructions, work under pressure and deliver high-performance expectations
• Strong English communication skills, both verbal and written.
• Ability to review calls, provide actionable feedback, and coach representatives toward measurable improvements.
• Familiarity with call center KPIs such as call volume, connection rate, qualification rate, conversion, and productivity.
• Comfortable using dialers, CRM platforms (Salesforce), call recording tools, and performance reporting systems.
• Strong organizational skills and the ability to manage multiple team members and competing priorities.
• Proactive problem-solver with sound judgment and the ability to escalate issues appropriately.
• Results-oriented leadership style with the ability to motivate, hold team members accountable, and maintain consistent standards.
• Professional, dependable, and comfortable working in a fast-paced, high-volume outbound environment.