Call Center Team Lead


Greenway Plaza, Houston, TX

Published 35 days ago - Oct 31, 2022


Energy Ogre is a technology company in the energy industry that helps Texans manage their electricity. We shop, we manage, they save! We are a weird fun unique pack of Ogres in search of a Call Center Team Lead.

Department: Operations.

Reports to: Director of Member Care.

Job Summary:

Energy Ogre is looking for a motivated Call Center Lead to guide and organize our call center agents to provide quality and exceptional service to our members. They should be adept at motivating Call Center agents to succeed, meeting department SLAs, and maintaining team morale.

Essential Duties And Responsibilities:

  • Monitor inbound customer calls to ensure that procedures and quality standards are strictly adhered to.
  • Be in charge of running and managing the calls for their team daily.
  • Answer questions from call center agents and provide guidance and feedback.
  • Devise ways to optimize procedures and keep staff motivated.
  • Schedule and organize shift patterns for call center agents to ensure that customers are never left unattended.
  • Conduct regular review of all call center agents performance and organize training sessions for underperformers.
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
  • Keep management informed on issues and problems.
  • Measure performance with key metrics such as call abandonment, calls waiting, etc.
  • Ensure that customers are satisfied by providing prompt response and solutions to supervisor requests.

Requirements and Skills:

  • Experience as a call center supervisor or similar supervisory position.
  • Excellent leadership skills and abilities.
  • Have strong mentoring and tutoring skills to help agents on a daily basis.
  • Goal driven, as they will be responsible for setting goals for others along with meeting their own goals.
  • Strong multi-tasking skills. Responsible for handling multiple tasks at the same time with minimal errors and supervision.

Education and Experience:

  • Minimum of 1 year of supervisory experience in a Customer Service Call Center.
  • Minimum of 2 years experience in a call center.
  • High School Diploma or equivalent.
  • Must be flexible and able to work in office any shift during operation hours (8A-5P).
  • Must have reliable transportation.
  • Bilingual Spanish/English PREFERRED.

Benefits for you

  • Medical and dental benefits.
  • 401(k) with 100% match up to 5%.
  • Relocation assistance.
  • Paid time off, remote time, and parental leave.
  • Friendly work environment.
  • Movie nights and fun company events.
  • On site gym and gourmet deli.
  • A kitchen stocked with free sodas, snacks, and good coffee.
  • An ergonomic workspace with a sit/stand desk, should you want one.
  • Latest software development tools in the market.