Call Center Team Lead Coordinator
4 weeks ago
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.
- 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.
- 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.
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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