**About Us** **Blue Collar Scholars** is the fastest-growing landscaping and hardscaping company in the DMV area. Based in Bethesda, we pride ourselves on consistently doubling our revenue year after year through relentless commitment to quality, growth, and culture. We’re building a team of the best, and we’re looking for driven leaders who thrive in high-growth environments. **About the Role** **Key Responsibilities** **Team Leadership & Oversight** - Manage and mentor the phone team to consistently meet and exceed performance targets. - Ensure all incoming calls are answered immediately and callbacks are made without delay. - Enforce a 95%+ answer rate standard and implement systems to improve responsiveness. **Quality Assurance & Compliance** - Monitor and review calls to ensure accuracy, professionalism, and compliance with internal standards and industry regulations. - Provide regular feedback and coaching to team members based on call evaluations. - Implement call scripts, SOPs, and escalation protocols. **Performance Monitoring & Reporting** - Track, analyze, and report on key metrics such as answer rate, callback time, talk time, and customer satisfaction. - Identify trends and areas for improvement, and act decisively on insights. **Cross-Functional Collaboration** - Work closely with the Business Development and Operations teams to ensure alignment on lead flow and client experience. - Potential to grow into managing Business Development strategy and outreach initiatives. **Qualifications** - C1 English level - Proven experience managing or supervising a phone-based customer service, inside sales, or call center team is a plus - Strong understanding of phone metrics and performance management. - Excellent organizational and time-management skills. - Experience with CRM and call tracking software is a plus. **Compensation & Growth** - Competitive salary based on experience - Opportunity for growth into **Business Development leadership** Tipo de puesto: Tiempo completo Idioma: - English C1+ (Obligatorio)