Customer Service Manager

Veolia•Buffalo, NY

11h•Onsite

About The Position

Manages activities associated with incoming Call Center operations and the billing and collections functions, including developing and implementing policies and procedures on systems and the flow of information. The manager is responsible for continually striving to improve the interdepartmental relationships with other areas, exercises sound judgment when interpreting policies and procedures to determine fiscally and legally sound decisions and uses a teamwork approach to ensure all are poised to meet the challenges of change, innovation and cultural diversity. In addition the manager performs in the role of communicator coach, teacher, planner, mentor and administrator. Ensures internal and external customer needs are met on a daily basis with a continuous goal of exceeding those needs at every opportunity.

Requirements

Bachelor’s Degree in a related field
at least seven (7) years call center related experience
knowledge of departmental function, procedures, terminology, policies, practices and interrelationships.
Must demonstrate knowledge of URC (Utility Regulatory Commission) rules and regulations, utility rates schedules and any Public Works contract issues as they pertain to Customer Service.
Must be familiar with current state and federal regulations regarding customer operations for a regulated water utility.

Responsibilities

Ensures that supervisors and leads are coordinating departmental schedules according to established priorities and optimizing resources in order to meet customer satisfaction goals.
Makes changes to schedule as needed.
Monitors labor reporting and associated costs.
Oversees the human resource functions of the assigned team including monitoring, evaluating and measuring performance, hiring and firing decisions and salary and job change actions.
Frequently interprets and makes decisions regarding union contract, company and client policies.
Coaches and counsels Supervisors and Leads to improve technical skills and interpersonal and problem resolution skills.
Ensures adherence to principles, policies, standards and schedule.
Recommends disciplinary actions as needed.
Develops annual operational and labor budget for assigned cost center.
Manages to budget and prepares various reports to monitor and explain variances and to meet contractual obligations.
Takes action to correct variances within approved parameters.
Uses a teamwork approach to ensure that the team is poised to meet the challenges of change, innovation and cultural diversity.
Works with the training team to ensure that all assigned team members receive appropriate training.
Identifies and provides opportunities for the team to learn new skills and techniques.
Provides training as directed.
Works with internal and external partners to evaluate critical customer success factors and establish benchmarks for the call center operations.
Develops and implements more efficient processes to ensure that contract obligations are met and to deliver quality and improve responsiveness at the lowest possible cost.
Works with IT and other cross-functional teams to develop and implement system improvements ensuring reliability, information integrity, etc.
Encourages the automation of processes, streamlining information flow and consolidating knowledge within the company and with its suppliers and customers.
Facilitates improvement projects and ensures that a well-defined implementation plan with timetables, responsibilities, milestones, and deliverables is developed and communicated.
Other duties as assigned.