Team Coordinator, Call Center Operations

Cobb EMC • Marietta, GA

7d • Hybrid

About The Position

Team Coordinator, Call Center Operations Cobb EMC | Powering Communities. Empowering You. Are you a natural leader who thrives in fast-paced environments and enjoys coaching others to success? Cobb EMC is looking for a driven and customer-focused Team Coordinator, Call Center Operations to help lead our Member Care team and elevate the service experience for our members. In this role, you’ll be at the center of our call center operations—guiding performance, resolving complex customer needs, and driving continuous improvement. If you’re energized by leadership, problem-solving, and making a real impact, this is your opportunity. Schedule: Monday-Friday 9am-6pm (Hybrid schedule, 1 day in the office, 4 days remote)

Requirements

• High School Diploma or equivalent
• 5+ years of customer service experience in a call center environment
• Including handling escalated calls or team lead responsibilities
• Strong communication and interpersonal skills
• Excellent organization, attention to detail, and decision-making ability
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Experience with customer service systems/databases

Nice To Haves

• Previous supervisory or team leadership experience
• You lead by example and inspire those around you
• You stay calm under pressure and solve problems effectively
• You’re passionate about delivering exceptional customer experiences
• You’re always looking for ways to improve processes and results

Responsibilities

• Coach, mentor, and motivate Member Care Representatives to excel
• Monitor performance and provide feedback to drive individual and team success
• Identify training opportunities and support continuous skill development
• Partner with supervisors and QA to recognize achievements and address gaps
• Oversee daily call center operations and ensure service standards are met
• Track key performance metrics (AHT, ASA, ABA%) and drive results
• Assist with workforce coordination, scheduling, and floor supervision
• Step in during high call volume periods to support the team
• Ensure every member interaction is handled professionally and efficiently
• Resolve complex or escalated customer inquiries with confidence
• Promote “first-call resolution” to enhance satisfaction and efficiency
• Analyze processes and recommend improvements to streamline operations
• Test new procedures and communicate updates clearly to the team
• Keep leadership informed of trends, risks, and opportunities

Benefits

• 100% Company-Paid Health Insurance Premiums (effective Day 1!)
• Retirement Security Pension Plan
• 401(k) with automatic 7% company contribution + additional match
• Annual Bonus Program
• Tuition & Certification Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED