Contact Center Operations Team Lead

As a member of the customer experience team, you’ll be at the heart of our customer operations, ensuring the delivery of first-class service with every interaction as we live out our commitment to customers to provide safe, reliable, affordable natural gas service. Our customer service teams are dedicated to addressing customers’ safety concerns, billing and account inquiries and requests for service, as well as providing general information and education to customers that enhances their relationship and interactions with South Jersey Gas. This team is vital to the success of our operations and our company, so best in class training and continuous improvement efforts are highly prioritized. The Contact Center Operations Team Lead provides guidance to Customer Service Representatives and Row Captains who assist customers via phone and omni channel contacts. Responsibilities include call monitoring and talent development, work management (includes but not limited to customer phone calls and omni channel contacts, correspondence, budget billing review, internal audit reviews, To Dos and reports review), providing guidance to the employees and row captains while ensuring that safety is the number one priority for work responsibilities in a hybrid work environment. Being collaborative with SJI stakeholders (including but not limited to Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance and Vendors) is required to drive standardization, best practices, and ensure alignment with company’s goals to drive the business forward. This position is responsible for reviewing and evaluating operational metrics to proactively execute on delivering results to meet the Company’s goals. In summary, this position is accountable for guiding the employees of the contact center operations efficiently, while providing customers an exceptional experience for South Jersey Gas. Shift - Customer Service hours of operation are 7:00 AM -8:00 PM M- F. The current posting is for the 8:00 AM – 4:30 PM shift but may be asked to work an alternate shift when needed; currently a hybrid position. Essential Functions: The Team Lead, Contact Center Operations functions as an individual contributor supporting the Contact Center supervisor and team. They will have the opportunity to fulfill the following: Advanced skills and expertise in a variety of work processes or activities. Generate new and innovative solutions to complex problems. Assign work, ensure completeness and accuracy by periodic quality reviews to supervisor. Provide ad hoc quality observations. Provides input regarding areas of deficiency to supervisor and speaks with supervisor regarding corrective action. Act as a mentor, coach and support staff in performing daily duties. Work autonomously within established procedures and practices. Handle inquires elevated by team members to ensure a high level of customer service experience. Anticipate patterns and links, looking beyond the immediate problem to the wider implications. Work cross-functionally with other departments. Cascade communications to team. Empower and motivate team members to provide great customer experiences with helpful knowledge and a caring approach. Build/maintain functional knowledge of responsibilities and systems to support participation as an SME on departmental and corporate projects and initiatives. This may include participating in UAT testing. Perform other duties as assigned. Qualifications Required Background: High school diploma or GED. A minimum of 4 years of customer service-related experience. In addition, a minimum of 1 year of team lead/coaching experience is required. Required Skills: Ability to communicate effectively (written and verbally). Strong interpersonal skills and collaborative approach to problem solving. Ability to assist and deliver on more than one task at time. Organized, detail-oriented with strong time-management skills. Ability to think critically and provide meaningful recommendations. Proficient with Microsoft Office (Excel, Word, PowerPoint). Preferred Skills: Experience within a unionized workforce. Familiarity with the CCB system.