Customer Service Team Lead: Coaching & Operations

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

Job summary

South Jersey Industries is seeking a Contact Center Operations Team Lead in a hybrid role. You will guide a team handling customer interactions via phone and omni-channel channels, providing mentorship and ensuring exceptional service while upholding safety standards.

The role involves coordinating schedules, coaching staff, reviewing metrics, and collaborating with multiple departments to standardize best practices and drive performance.

Qualifications

• High school Diploma or GED required.
• 2–5 years of experience in call center, customer service, hospitality or related field.
• 1 year experience mentoring/coaching entry-level staff.
• Being bi-lingual (Spanish preferred).
• Proficient with Microsoft Suite and excellent keyboarding skills.

Responsibilities

• Provide guidance and oversight to call center staff.
• Coach and support employees while ensuring safety is the priority in a hybrid environment.
• Work cross-functionally with other departments and review performance metrics.
• Assist in training employees with knowledge transfer and mentoring.
• Prepare leadership reports and participate in interviews and staffing decisions.

Skills

Customer service

Mentoring

Time management

Multi-tasking

Oral comprehension

Problem-solving

Interpersonal skills

Microsoft Office

Education

High school diploma or GED

Bachelor's/Associate degree (preferred)

Tools

Microsoft Office

Job description

South Jersey Industries is seeking a Contact Center Operations Team Lead in a hybrid role. You will guide a team handling customer interactions via phone and omni-channel channels, providing mentorship and ensuring exceptional service while upholding safety standards.

The role involves coordinating schedules, coaching staff, reviewing metrics, and collaborating with multiple departments to standardize best practices and drive performance.