Contact Center Team Leader (Energy)

TL;DR

Contact Center Team Leader (Energy): Leading and developing a team of customer service representatives to ensure exceptional service delivery within the power industry with an accent on performance coaching, operational efficiency, and regulatory compliance. Focus on improving key metrics, managing union relations, and fostering a culture of safety and high standards.

Location: Onsite in Dayton, OH, US

Company

hirify.global is a leading global power company and a world leader in renewable energy sales to corporations.

What you will do

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career growth.
• Monitor and evaluate customer service functions and implement necessary improvements to maintain high-quality standards.
• Communicate and enforce customer service policies and procedures across the team.
• Collaborate with other team leaders and managers to optimize key performance metrics and financial targets.
• Manage relationships with the local union to maintain a healthy and productive leadership environment.
• Ensure the team's performance aligns with core company values: Safety First, Highest Standards, and All Together.

Requirements

• Minimum 3 years of experience in customer service, with at least 1 year of proven experience leading and managing teams.
• Bachelor's degree in Communications, Business Management, Human Resources, or equivalent professional experience.
• Proficiency in Microsoft Office products.
• Experience handling sensitive and confidential information.
• Knowledge of utility regulatory guidelines relevant to the business.
• Must be located in or able to work onsite in Dayton, OH.

Nice to have

• Experience working with SAP CSM.
• Experience working with Genesys Cloud IVR.
• Ability to lead through change effectively and provide constructive feedback.
• Experience operating within a unionized environment.

Culture & Benefits

• Work for a company ranked #1 in renewable energy sales by BloombergNEF.
• Join an organization recognized as one of the World’s Most Ethical Companies.
• Commitment to diversity, equity, and inclusion as an Equal Opportunity Employer.
• Culture focused on innovation, integrity, and sustainable energy leadership.