Contact Center Team Lead — Customer Experience

South Jersey Industries; Atlantic City (NJ); Hybrid; USD 39,000 - 63,000; Full time

Benefits offered by this job

Flexible vacation and PTO

Health, dental, and vision insurance

Disability insurance

401(k) with company match

Employee resource groups

Job summary

South Jersey Gas seeks a Contact Center Operations Team Lead to guide a customer service team, coach staff, and manage workflows in a hybrid environment. The role emphasizes confidentiality, leadership, and delivering exceptional customer experience across phone and in-person contacts.

The ideal candidate will oversee metrics, mentor teammates, participate in interviews, and collaborate with multiple departments to drive standardization and best practices in our contact center operations.

Qualifications

• High school diploma or GED with 4 years in call center or customer service.
• 1 year experience mentoring or coaching entry level staff.

Responsibilities

• Support and coach contact center employees.
• Review and evaluate operational metrics to drive results.
• Lead in absence of supervisor and share leadership duties.
• Assist in training employees by providing knowledge transfer.
• Collaborate with stakeholders across departments.

Skills

Customer service

Multi-tasking

Time management

Oral comprehension

Problem solving

Interpersonal skills

Microsoft Office

Keyboarding

Communication

Education

High school diploma or GED

Associate or bachelor's degree

Tools

Microsoft Suite

Job description

South Jersey Gas seeks a Contact Center Operations Team Lead to guide a customer service team, coach staff, and manage workflows in a hybrid environment. The role emphasizes confidentiality, leadership, and delivering exceptional customer experience across phone and in-person contacts.

The ideal candidate will oversee metrics, mentor teammates, participate in interviews, and collaborate with multiple departments to drive standardization and best practices in our contact center operations.