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 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)
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 center—you’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