Team Ldr CCC

Location: Merrillville, Indiana, United States. The role requires work at a location associated with Merrillville and may involve nights, weekends, holidays, standby, and emergency support.

Salary: $82,200–$123,200 per year.

Company

hirify.global is a public utility providing essential customer services and supporting 24/7 operations.

What you will do

• Lead Customer Service Representatives, senior representatives, and back-office associates toward customer service, operational, and financial goals.
• Set expectations, coach employees, evaluate performance, and build a high-performance customer care culture.
• Standardize processes, manage daily operations, allocate resources, and maintain service levels.
• Coach teams in customer issue resolution and handle escalated cases beyond representative authority.
• Select, train, mentor, and develop employees while maintaining performance documentation and supporting the leadership pipeline.
• Administer bargaining-unit contracts and address employee grievances with Labor Relations support where applicable.

Requirements

• High school diploma or equivalent.
• 2–3 years of customer service experience.
• Strong conflict-resolution, negotiation, verbal, interpersonal, and relationship-building skills.
• Knowledge of call center operations, performance metrics, Customer Care Center systems, and PC applications including Excel, Word, and PowerPoint.
• Ability to lead and motivate a dispersed workforce, including onsite and remote employees, while managing multiple priorities.
• Knowledge of state and federal gas and electric regulations, with demonstrated integrity, attention to detail, and follow-through.

Nice to have

• Bachelor's degree.
• 2–3 years of supervisory experience.

Culture & Benefits

• Work in a respectful, inclusive, and collaborative environment that values different perspectives.
• Support veterans, transitioning service members, and military spouses.
• Participate in required training and maintain a safe working environment.
• Support emergency response efforts during storm season and other operational events.
• Must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.