Contact Center Supervisor

Citizens Energy Group•Indianapolis, IN

18h

About The Position

We have an exciting career opportunity for a Contact Center Supervisor to join our team! The successful candidate will perform the role of coach, teacher, planner and administrator for direct reports, and provides appropriate opportunities to ensure employee engagement (i.e. education, training, performance management, advancement opportunities, etc.). The Supervisor works in collaboration with functional and cross-functional teams, peers, direct reports, and management to advance the goal of continuous improvement by identifying problems and finding solutions to improve and streamline processes directly impacting customers and customer satisfaction. The Supervisor ensures operational responsibilities are met in the Contact Centers and that internal and external customer needs are met or exceeded daily. The Supervisor maintains positive, effective relationships, exercises sound judgment when interpreting policies and procedures to determine fiscally responsible decisions and uses a teamwork approach to ensure all are poised to meet the challenges of change, innovation, and cultural diversity. In addition to normal responsibilities, the Supervisor manages project work/special assignments effectively. The Supervisor is required to adhere to prescribed customer contact and departmental standards.

Requirements

Bachelor's degree from an accredited college or university, preferably with some of the academic study in accounting and finance, business management, psychology, sociology, communications, and organizational behavior.
Must have a minimum of three years of practical professional experience in accounting, billing, receivables management or customer service.
Must be proficient in Microsoft Office applications, specifically Excel and Word.
Strong problem solving and analytical skills in a dynamic environment with tight deadlines.
Ability to maintain high productivity under ever-changing priorities and deadlines.
Strong communication skills.

Nice To Haves

Previous Contact Center experience.
Broad knowledge of utility operations.
Prior management and/or supervisory experience is preferred.
Good people and interpersonal skills - ability to build effective relationships with all levels of professionals.
Ability to plan well and prioritize work.
Ability to maintain calmness under pressure.
Effective public speaking skills.
Ability to lead by example.
Must work well as part of a team.

Responsibilities

Provides technical and subject matter assistance to the Indiana Utility Regulatory Commission staff on customer complaints.
Develop, communicate, and complete customer responses to the Better Business Bureau on customer complaints.
Research, analyze and resolve customer issues received through Qualtrics Customer Survey Results.
Ensure departmental policies, procedures, practices and employee behaviors are consistent and compliant with the Indiana Administrative Code related to Citizens Energy Group's utilities along with CEG's Terms and Conditions for each utility.
Develop, plan, and implement departmental activities for engagement and improve employee morale.
Review, analyze and score contact for direct reports each month and develop action plans for behaviors outside of the prescribed guidelines.
Train, provide feedback, and develop action plans for direct reports on contact types received by agents daily.
Coordinates the Annual Review process for direct reports; updates and maintains relevant documents and resources, delivers training, troubleshoots end user questions.
Monitor, analyze and resolve call queue coverage to ensure goals are met each half hour.
Manage direct reports schedule exceptions to ensure direct reports are within departmental guidelines and compliance.
Define, analyze, and implement continuous improvement opportunities to improve internal and external customer satisfaction.
Research, analyze and resolve customer complaints received daily from Contact Center Associates.
Supports department strategic initiatives.
Perform other duties as assigned.