Team Coordinator, Call Center Operations

Overview 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 operationsguiding 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) Why Join Cobb EMC? We invest in our people as much as we invest in our community. 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 A workplace that lives its values every day Learn more about our benefits Responsibilities What You'll Do Lead. Coach. Elevate. As a Team Coordinator, you'll play a key role in ensuring our call center runs efficiently while delivering exceptional service. Team Leadership & Support 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 Operational Excellence 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 Customer Experience 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 Continuous Improvement 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 Qualifications What You Bring Required 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 Preferred Previous supervisory or team leadership experience What Sets You Apart 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 Work Environment May require extended hours, including evenings/weekends during outages Supports critical operations during high-volume periods Make an Impact At Cobb EMC, you're not just supporting a call centeryou're helping power a community. Join a team where your leadership, ideas, and contributions truly matter. CORE Values: Put People First Care, listen and connect. Think team, not self. Respect and value differences. Stay Safe No shortcuts. See the big picture, no tunnel vision. Look out for each other Innovate Embrace change. Think big and bold. Be part of the solution. Own It Own your attitude, actions and words. Find a way. No BCD. Never stop learning. EOE/Disability/Vets/Drug-Free Workplace

Qualifications:

What You BringRequired- 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/databasesPreferred- Previous supervisory or team leadership experienceWhat Sets You Apart- 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 resultsWork Environment- May require extended hours, including evenings/weekends during outages- Supports critical operations during high-volume periodsMake an ImpactAt Cobb EMC, you're not just supporting a call centeryou're helping power a community. Join a team where your leadership, ideas, and contributions truly matter. CORE Values: Put People FirstCare, listen and connect. Think team, not self. Respect and value differences. Stay SafeNo shortcuts. See the big picture, no tunnel vision. Look out for each other InnovateEmbrace change. Think big and bold. Be part of the solution. Own ItOwn your attitude, actions and words. Find a way. No BCD. Never stop learning. EOE/Disability/Vets/Drug-Free Workplace