Team Leader, Customer Operations

Delta Utilities Services • New Orleans, LA

22h

About The Position

Delta Utilities is seeking a Customer Operations Team Leader who would be responsible for supporting the daily operations of the customer service team, with a focus on delivering high -quality customer experience. This role provides guidance to customer service representatives, resolves escalated or complex issues and ensures consistent adherence to workflows and service standards. The position plays a key role in promoting team development, driving process improvements, and maintaining an efficient, customer-focused work environmen t .

Requirements

• Requires a high school diploma or the equivalent.
• Minimum of 3 years of experience in a contact center or customer service role
• Positive mental attitude
• Experience in a customer service or contact center environment with performance metrics
• interpersonal, and problem-solving skills
• A collaborative mindset and a genuine passion for helping others
• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.
• Able to work regular hours, with occasional overtime.
• The ability to comprehend, document, calculate, visualize and analyze are required.

Responsibilities

• Serve as a go-to resource for teammates during live customer interactions
• Support the team in achieving service level, quality, and productivity goals
• Handle escalated customer issues and complex scenarios with professionalism
• Reinforce training and best practices in partnership with QA, Training, and Leadership teams
• Assist the Team Manager with daily operational activities
• Monitor queues and provide support where it’s needed most
• Contribute to training sessions, team huddles, and process documentation
• Evaluate and score calls for quality assurance
• Perform other job-related duties as assigned, within your scope of responsibilities.

What This Job Offers

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