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

Eversource Energy•Windsor, CT

4d•Hybrid

About The Position

Eversource is seeking a Manager for its Contact Center, serving Residential and Business customers. This role offers a hybrid schedule and is with a Fortune 500 company that is New England's largest energy delivery company, serving over 4 million customers. The contact center is an industry leader in driving customer excellence while keeping the CSR experience at the forefront. The company is committed to its communities, the environment, and its employees, offering opportunities for career advancement. The Manager will oversee the day-to-day operational performance of the Call Center, focusing on inbound and outbound customer calls, ensuring compliance with department goals, and contributing to effective customer request handling across various channels. The role involves communicating and ensuring standards are met in customer service, company, service quality, and efficiency goals, as well as developing and motivating the supervisory team and partnering with internal and external business partners to deploy and improve best practices.

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.
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 inbound and outbound customer calls.
Ensure compliance with department goals, objectives, policies and procedures by setting performance objectives, selecting 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 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 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 impact on the business 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 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.
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.