Job Title: Call Center Lead

Location: Orange, CT
Work Arrangement: Onsite

Job Summary

We are seeking an experienced Call Center Lead to supervise, coach, and develop customer care representatives while ensuring high-quality customer service, productivity, and compliance with company policies. The ideal candidate will have strong leadership skills, experience resolving escalated customer concerns, and the ability to drive continuous process improvements.

Key Responsibilities

• Lead, coach, train, and supervise customer care representatives to ensure high-quality customer service.

• Conduct performance evaluations and quality assurance reviews, identify improvement opportunities, and enhance team productivity.

• Ensure compliance with the Customer Bill of Rights and all company policies.

• Investigate and resolve complex and escalated customer concerns by collaborating with internal and external teams.

• Implement new technologies and process improvements while guiding the team through changes.

• Ensure team goals, performance targets, and deadlines are consistently met.

• Lead assigned special projects and participate in company-wide initiatives to support business objectives.

Required Qualifications

• Seven years of customer service experience, preferably with progressively increasing responsibility in a call center environment.

• Demonstrated leadership experience supervising, coaching, and developing employees.

• Strong communication, interpersonal, and problem-solving skills.

• Ability to manage escalated customer situations professionally and effectively.

• Ability to work onsite in Orange, CT.

• Flexibility to work evenings and Saturdays as needed and respond to storm-related emergency operations.

Preferred Qualifications

• Experience managing a unionized workforce.

• Account collections experience, depending on the specific opening.