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.
About Us
WEC Energy Group is one of the nation’s largest electric generation and distribution and natural gas delivery holding companies serving 4.7 million customers across the Midwest. We are committed to providing clean, reliable, and affordable energy in an environmentally sustainable manner. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services.
As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. We don’t just offer a job; we provide fulfilling careers where safety and well-being are paramount. Join our team and experience first-hand our commitment to your success. We offer competitive pay and benefits to recognize your hard work and dedication.
If you’re talented, energetic and ready for a career with a future, we want you on our team. We are powered by a diverse and inclusive workforce fueled by the pride in what we do. If you're driven by the passion to change lives, this is the place for you.
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 Qualifications
Pay Range Minimum: $76,932.70
Pay Range Maximum: $115,399.18
The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role.
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 will only employ those who are legally authorized to work in the United States. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
WEC Energy Group and its subsidiaries are Equal Opportunity Employers. As a result, all qualified applicants will receive equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status. The Company also complies with all applicable federal, state and local laws that require it to take affirmative action.
About Us
WEC Energy Group is one of the nation’s largest electric generation and distribution and natural gas delivery holding companies serving 4.7 million customers across the Midwest. We are committed to providing clean, reliable, and affordable energy in an environmentally sustainable manner. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services.
As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. We don’t just offer a job; we provide fulfilling careers where safety and well-being are paramount. Join our team and experience first-hand our commitment to your success. We offer competitive pay and benefits to recognize your hard work and dedication.
If you’re talented, energetic and ready for a career with a future, we want you on our team. We are powered by a diverse and inclusive workforce fueled by the pride in what we do. If you're driven by the passion to change lives, this is the place for you.
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 Qualifications
- 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.
Pay Range Minimum: $76,932.70
Pay Range Maximum: $115,399.18
The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role.
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 will only employ those who are legally authorized to work in the United States. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
WEC Energy Group and its subsidiaries are Equal Opportunity Employers. As a result, all qualified applicants will receive equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status. The Company also complies with all applicable federal, state and local laws that require it to take affirmative action.
Salary : $76,933 - $115,399