Customer Experience Team Lead (Hybrid) – Coaching & Operations

South Jersey Industries; United States; Hybrid; USD 39,000 - 63,000; Full time

Job summary

South Jersey Industries is seeking a Contact Center Operations Team Lead to oversee a hybrid team delivering exceptional customer service across phone, omni-channel, and in-person contacts. You will coach staff, manage schedules and performance metrics, and collaborate with multiple departments to drive best practices and safety.

The role requires mentoring 1 year, 2–5 years in call center or customer service, and a flexible schedule (Mon–Fri 7am–8pm).

Qualifications

• High school Diploma or GED required; 2–5 years experience in call center, customer service or related fields; 1 year mentoring/coach experience preferred.
• Preferred: Associate or bachelor's degree; bilingual Spanish preferred.
• Required skills include flexible hours Monday–Friday 7am–8pm; proficient with Microsoft Suite and keyboarding; strong multitasking, time management, oral comprehension, and problem-solving.

Responsibilities

• Lead and support a team delivering customer care via phone, omni-channel and in-person contacts.
• Coach and mentor staff; manage work assignments and conduct quality reviews.
• Collaborate with cross-functional stakeholders to improve processes and ensure safety.

Skills

Customer service

Mentor/coach

Time management

Multi-tasking

Microsoft Office

Communication

Education

High school Diploma or GED

Associate or bachelor’s degree

Tools

Microsoft Suite

Job description

South Jersey Industries is seeking a Contact Center Operations Team Lead to oversee a hybrid team delivering exceptional customer service across phone, omni-channel, and in-person contacts. You will coach staff, manage schedules and performance metrics, and collaborate with multiple departments to drive best practices and safety.

The role requires mentoring 1 year, 2–5 years in call center or customer service, and a flexible schedule (Mon–Fri 7am–8pm).