Call Center Team Lead Coordinator

4 weeks ago


San Jose, California, United States RESA Power Full time
Job Summary

We are seeking an experienced Call Center Team Lead Coordinator to join our team at RESA Power. As a Call Center Team Lead Coordinator, you will be responsible for overseeing the performance of a team of call center representatives, ensuring adherence to RESA policies, and fostering a customer-centric culture.

Key Responsibilities
  • Leadership and Development Participate in interviewing and hiring processes, evaluate team members' performance, provide coaching and training, and complete annual performance reviews.
  • Productivity and Communication Enhance team productivity, train staff on technical and safety procedures, and maintain documented processes and procedures.
  • Customer Service Analyze and resolve customer issues, provide real-time feedback to representatives, and handle incoming calls during peak hours.
  • Reporting and Analysis Prepare reports and analyze data to assist management in determining call center goals, including financial objectives.
  • Team Collaboration Work with other departments to support agents and maximize customer satisfaction.
Requirements
  • Education and Experience Bachelor's degree in a related field and 5 years of experience, or a combination of education and experience.
  • Leadership and Communication Proven leadership and mentoring skills, strong communication, written and oral skills, and interpersonal skills.
  • Problem-Solving Ability to analyze and resolve customer and operational issues.
  • Time Management Ability to meet deadlines and handle multiple tasks.
Benefits
  • Compensation $37-$52 per hour, depending on experience.
  • Benefits Full benefits package, including medical, dental, vision, company-paid life insurance, Employee Ownership Plan, matching 401(k), and paid time off.
About RESA Power

RESA Power is a dynamic, people-first organization that prides itself on being the employer of choice in its industry. We are a trusted service provider committed to ensuring the safety, performance, and compliance of electrical distribution systems. With a track record of long-term partnerships and excellence in customer experience, we strive to be the premier, first-choice provider in the US and Canada for critical power services and products.



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