Job Description

The co-leads are responsible for overseeing and assisting team members in supporting their respective customers. They ensure that everyone is properly fulfilling their duties. The co-leads also manage the workload of the service coordinators who are under their supervision. They play a crucial role in the development of the service coordinators.

Duties and Responsibilities

  • Conduct in-depth analysis of performance metrics and KPIs for assigned coordinators, identifying areas for improvement.
  • Implement strategies to enhance team performance and ensure the achievement of customer expectations.
  • Address customer escalations and communications promptly and effectively.
  • Escalate complex issues to the Team Lead as necessary, providing comprehensive resolutions.
  • Ensure proper training programs are continually delivered to team members.
  • Facilitate the onboarding process for new hires, setting them up for success within the team.
  • Manage a large service dashboard, ensuring real-time visibility into team activities.
  • Implement improvements to streamline dashboard management for increased efficiency.
  • Develop a comprehensive strategy that empowers team members to serve clients better and consistently meet customer KPI targets.
  • Foster a culture of continuous improvement within the team.
  • Assign tasks to team members based on individual strengths and workload distribution.
  • Delegate responsibilities effectively, promoting a balanced workload among team members.
  • Communicate clear and concise instructions to team members, fostering a collaborative and results-oriented environment.
  • Facilitate regular team meetings to discuss goals, address challenges, and provide updates.
  • Manage the seamless flow of day-to-day team operations, ensuring tasks are completed promptly and efficiently.
  • Implement process improvements to optimize workflow and increase overall productivity.
  • Create and distribute detailed reports to update the Team Lead on progress.
  • Provide insights into key team performance indicators, challenges, and successes.
  • Collaborate closely with the Team Lead to align strategies and ensure the team’s overall success.
  • Provide valuable input and contribute to the development and execution of team goals.
  • Proactively address conflicts within the team, fostering a positive and collaborative work environment.
  • Implement conflict resolution strategies to maintain a harmonious team dynamic.
  • Stay abreast of industry best practices and trends related to team management and customer support.
  • Implement ongoing learning and development opportunities for team members to enhance their skills.


  • Completed Co lead training
  • Service Coordinator Level 3
  • Experience in Electrical Service or related fields
  • Strong communication skills and industry fluency
  • Ability to manage multiple types of work order types.
  • Excellent organizational skills
  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty • Proficient in Word, Excel, Outlook, and PowerPoint
  • Comfortable using a computer for various tasks
  • Completed 90% of all assigned FSG learning courses
  • Actively pursues higher education, either industry-focused or other courses