Hybrid Customer Experience Team Lead

Sjindustries; Union (NJ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Elizabethtown Gas in New Jersey seeks a Contact Center Operations Team Lead to guide a frontline team handling calls and omni-channel inquiries, while prioritizing safety.

The role involves coaching, scheduling, performance reviews, and collaboration with multiple departments to improve customer experience. A hybrid work setup is offered with emphasis on mentoring and service excellence.

Qualifications

• High school Diploma or GED.
• 2-5 years of experience in the call center, customer service, hospitality industry or related.
• 1 year experience as a mentor/coach to entry level staff/team members.

Responsibilities

• Provide guidance and coaching to team members.
• Coordinate work, scheduling and quality reviews to ensure service levels.
• Support leadership with performance evaluations and employee-related matters.
• Collaborate with other departments to drive standardization and best practices.

Skills

Call center experience

Mentor/coach

Customer service oriented

Multitasking

Time management

Oral comprehension

Problem solving

Interpersonal skills

Education

Associate degree

Bachelor's degree

Tools

Microsoft Suite

Job description

Elizabethtown Gas in New Jersey seeks a Contact Center Operations Team Lead to guide a frontline team handling calls and omni-channel inquiries, while prioritizing safety.

The role involves coaching, scheduling, performance reviews, and collaboration with multiple departments to improve customer experience. A hybrid work setup is offered with emphasis on mentoring and service excellence.