Contact Center Rep, Lead - Louisiana

Work Place Flexibility: Onsite  · Legal Entity: Entergy Services, Inc.-ESI (OLD)  · JOB SUMMARY/PURPOSE  · Call Center Team Lead is responsible for managing escalated and complex customer inquiries while supporting frontline agents through real-time assistance, performance coachi ...

Job description

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, Inc.-ESI (OLD) 

JOB SUMMARY/PURPOSE 

Call Center Team Lead is responsible for managing escalated and complex customer inquiries while supporting frontline agents through real-time assistance, performance coaching, and development. This role uses performance data to identify trends, improve agent effectiveness, and ensure a high-quality customer experience. 

Essential Duties & Responsibilities 

JOB DUTIES/RESPONSIBILITIES 

Handle escalated customer calls and complex inquiries in a timely and professional manner 

Provide real-time support and guidance to agents during live calls 

Track, analyze, and report call center performance data to identify improvement opportunities 

Deliver direct coaching, feedback, and development support to frontline agents 

Monitor call quality and reinforce service standards and compliance requirements 

Document escalations, coaching sessions, and performance-related actions 

Support daily call center operations across rotating shifts 

Assist with onboarding and training of new hires as needed 

MINIMUM REQUIREMENTS
Minimum education and experience required of the position
Desired: Additional secondary education.

Desired: 3-8 years' relevant work experience.

Desired    Proficient in 3 skills – Generalist, Small Business, & New Construction preferred 

Preferred:  Previous experience in a call center or customer service environment 

Experience handling escalated customer interactions 

Strong communication, coaching, and problem-solving skills 

Ability to interpret performance metrics and apply them to agent development 

Ability to work rotating shifts between 7:00 AM and 7:00 PM, Monday–Friday 

Availability to work overtime as required 

Minimum knowledge, skills and abilities required of the position
Work within Entergy's Safety Rules and encourage others to work safely, including travel and office duties. Customer service experience working with both internal and external customers necessary.  Strong interpersonal skills along with strong written and oral communication skills. Ability to work well under pressure. Ability to work additional required overtime. Ability to learn and apply Company policies and procedures. Ability to solve problems. Ability to perform independently of direct supervision. Ability to read and interpret Entergy procedures and make decisions accordingly. Self-motivated and dependable team player. Ability to recognize hazards in the workplace and take action to mitigate the hazards. Ability to maintain and care for Company equipment properly and safeguard assets. Demonstrated acceptance of a diverse and inclusive work environment and customer base. Ability to recognize opportunities for process improvement and take action to enact change. Desired: Knowledgeable in MS Office and computer skills. Proficient in all customer interaction systems.  A strong working knowledge of Entergy Service Policies, organization, and practices.

Any certificates, licenses, etc. required for the position
None

Primary Location: Louisiana-West Monroe Louisiana : West Monroe 

Job Function: All Other Jobs

FLSA Status: Nonexempt 

Relocation Option:

Union description/code: NON BARGAINING UNIT 

Number of Openings: 1

Req ID: 122302

Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact  to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.