Manager, Contact Center, Residential and Business (Hybrid Schedule)

Eversource Energy•Windsor, CT

3d•Hybrid

About The Position

Eversource is seeking a Manager for its Residential and Business Contact Center. This role involves leading a team of over 125 contact center professionals for a Fortune 500 company, assisting customers with unique challenges and supporting employee career development. Eversource's contact center is an industry leader in customer excellence and CSR experience. As New England's largest energy delivery company, Eversource serves over 4 million customers across Connecticut, Massachusetts, and New Hampshire with a team of over 10,000 employees dedicated to superior customer service, community, the environment, and each other. This position offers opportunities for career advancement within customer service, corporate functions, or technical groups.

Requirements

Requires knowledge of Call Center operations and telephone equipment.
Familiarity with industry regulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements, policies and procedures; billing, credit & collection preferred.
Requires analytical, verbal, written, communication, customer service, interpersonal and negotiating skills.
Bachelor’s degree in Business, related discipline or equivalent experience.
Ten (10) plus years of experience in a customer service and call center environment including previous supervisor/managerial experience.
Ability to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

Nice To Haves

Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability

Responsibilities

Manage the day-to-day operational performance of the Call Center, primarily focusing on inbound and outbound customer calls.
Ensure compliance with department goals, objectives, policies, and procedures by setting performance objectives and implementing appropriate procedures, technologies, and staffing for the Call Center.
Ensure customer requests and inquiries are handled effectively across various inbound and outbound customer contact channels.
Communicate and ensure standards are achieved in customer service, company, service quality, and efficiency goals.
Develop, motivate, and empower the supervisory team.
Partner with internal and external business partners to ensure best practices are deployed, maintained, and continuously improved to effectively support customer service goals.
Manage responses to routine and emergency conditions on gas and electric distribution systems.
Manage the creation, maintenance, and revision of department schedules to ensure proper site staffing levels 24 hours a day/7 days a week.
Analyze and identify opportunities to improve customer service by evaluating staffing options from a cost-benefit, customer-focused, call and correspondence volume/trends perspective.
Identify business impacts and establish appropriate staffing levels to meet service level agreements and goals.
Develop and implement best practices to achieve efficient and effective service.
Ensure effective supervision of the team regarding performance, training, labor, disciplinary, and administrative issues.
Monitor, evaluate, and provide performance feedback to the Call Center team.
Ensure cohesive working relationships with bargaining units.
Respond to emergency situations to meet customers’ needs as part of every employee’s role, which may include an Emergency Restoration assignment outside of normal responsibilities, work hours, and location.