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Customer Care Lead
Job Code:2025-07-002
Department:Customer Service
FT/PT Status:Full Time
  

Summary/Position Overview:
The Customer Care Lead will be responsible for overseeing the training of call representatives, monitoring progress, and coaching to cultivate the knowledge and skills to provide excellent service to customers.

Duties and Tasks:
Duties and Tasks:

- Maintain health, safety and environment standards by:
- Ensuring compliance with all safety policies and procedures.
- Ensuring compliance with all environmental and health standards, and
- Completing all required HSE training.

Maintain Call Center excellence by:
- Enhancing the customer experience by providing leadership for delivery of world class customer service, within defined service levels, through people, processes, and leveraging technology within the entire Customer Solutions team.
- Monitoring service level targets and goals for the department, based on work plans driven by Company initiatives, industry trends, customer needs and cost effectiveness.
- Analyzing and responding to trends in risk areas, regulatory changes and client requirements
- Ensuring employees understand and comply with all call center objectives, performance standards, and policies.
- Monitoring queues and tracking inbound calls for quality assurance and employee performance.
- Investigating, supporting, responding to, and resolving escalated issues from customers, management, and others, via telephone and other communication channels.
- Providing support to employees regarding best practices and/or difficult calls.
- Identifying operational issues and recommending improvements.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other leads and management team members to support employees and
maximize customer satisfaction.
- Liaising with relevant stakeholders on the safe and efficient dispatch and resolution of customer related trouble calls
- Liaising with relevant internal stakeholders on outage communication and restoration ensuring development of realistic and timely ETRs for customers
- Managing weekly, monthly and quarterly performance management reviews with team.
- Taking ownership of customer pain points and working accordingly with employees to provide resolution in a timely manner.
- Planning, scheduling and overseeing the work of employees, for operational optimization.

Support and lead staff by:
- Establishing, directing and supporting the work of the Call Center Team
- Motivating and supporting work group through training, development, coaching and monitoring
- Monitoring and evaluating employees’ performance and providing learning or coaching opportunities, and taking corrective action, if necessary.
- Training and preparing call center employees to respond to customer queries and complaints and troubleshoot problems with services or products.
- Leveraging metrics and company goals to influence the team to exceed expectations.
- Contribute to team effort by performing or leading projects to ensure continuous operation of the department and completing other duties as assigned.

Academic/Skill/Experience Requirements:
Academic/Skill Requirements:

The Customer Care Lead will have an earned Associate Degree in a Business related field, Communications or equivalent and at least three (3) to five (5) years’ experience. Call center, customer service, or supervisory experience is required. They must have exceptional verbal and written communication skills. They will have the ability to coach, train, and motivate employees and evaluate their performance. They will have excellent problem solving, leadership, and customer service skills and strong understanding of company services, and policies. They must have the ability to work flexible working hours, remain calm and courteous under pressure and navigate tense situations, especially during busy hours. They will have solid organizational skills, ability to work across teams, ability to focus on broader goals and customer level details simultaneously, and the ability to multi-task effectively.

Proficiency with technology, databases, software applications, and phone systems is required. They must demonstrate strong leadership skills, keen analytic ability, be efficient and thorough. They will function in a manner consistent with the organization’s commitment to excellence and integrity, operating in every instance with a clear acceptance of personal responsibility, confidentiality accountability and ethics.

Other: