What are the responsibilities and job description for the Team Leader Customer Care Center position at WEC Energy Group?
WBS, a subsidiary of WEC Energy Group, is seeking a Team Leader Customer Care Center in our Pewaukee, Wisconsin location.
Job Summary
The role of the Team Leader of the Customer Contact Center (CCC) is to supervise CCC operations and staff to ensure excellent customer service and limit company liability and risk in storm, collections and emergency situations.
Job Responsibilities
Minimum Experience Required
We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.
Learn more at
WEC Energy Group and its subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected class.
Job Summary
The role of the Team Leader of the Customer Contact Center (CCC) is to supervise CCC operations and staff to ensure excellent customer service and limit company liability and risk in storm, collections and emergency situations.
Job Responsibilities
- Lead a 24x7 emergency contact center operation. Responsible for floor manager, day and night, along with duty and back-up duty supervision on a rotating basis to provide 24x7 management support
- Lead a team of 15-18 Customer Consultants, Business Consultants or Telecollectors.
- Provide coaching, counseling, discipline, training and development to team members. Establish performance management and development plans yearly to review with team members bi-monthly. Regularly monitor performance, reinforce expectations, evaluate and communicate to team members monthly or more often as needed.
- Responsible for participating in center reviews, call calibration/monitoring and escalated call handling.
- Expertise necessary to administer policies such as attendance, EEO, workplace harassment, safety policies, etc.
Minimum Experience Required
- Bachelors or Associate degree. Candidates that possess the experiential requirement in lieu of a degree will be considered.
- 3-4 years experience in direct marketing or inbound/outbound customer center (100 seats) operation experience and/or credit call center management.
- Experience in leadership and people development including contact quality and performance measurements.
- Experience in team building and coaching.
- Experience/advanced knowledge in telephony and workforce management.
- Experience/advanced knowledge in customer programs and desktop applications.
- Prior people leadership experience in a care center environment.
We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.
Learn more at
WEC Energy Group and its subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected class.