Manager Contact Center

Citizens Energy Group•Indianapolis, IN

23h

About The Position

The Manager, Contact Center provides strategic and operational leadership for all Contact Center functions, guiding leaders and associates as well as Case Management and Regulatory/BBB/IURC liaisons. This role oversees customer interactions for residential and commercial customers across phone, email, and chat channels, ensuring a high quality customer experience and strong operational performance. Key responsibilities include forecasting staffing and scheduling needs based on call volume trends and statistical analysis, applying queue management methodologies such as Erlang C, and allocating resources to meet service demands effectively. The Manager establishes and maintains disciplined processes for training, development, performance management, and career progression to strengthen engagement, retention, and organizational capability in support of strategic objectives of the Trust. The role also leads the development, review, and execution of tactical and strategic plans, policies, and operational practices for the Contact Center. In addition, the Manager maintains a strong understanding of the systems and technologies that enable customer interactions and uses that knowledge to drive process improvement and innovation. Accountable for customer satisfaction and balanced scorecard results, the Manager partners closely with functional and cross-functional leaders, peers, and direct reports to deliver continuous improvement. The position also requires regular review of policies and procedures to ensure alignment with business priorities, maintenance of effective relationships with external colleagues, clients, and stakeholders, and clear communication of customer service issues, resolutions, performance, and plans to senior leadership and other audiences in both private and public settings.

Requirements

Bachelors degree in business or mathematics required, preferably with some of the academic study centered on psychology, sociology, communications, and business concepts.
Eight to ten years of management experience, four of which must be in the field of service delivery and two of which must include experience as a front-line supervisor.
A minimum of one year of experience in Quality management and methodology.
Proficiency in Microsoft Excel.
Proven experience in data analytics.

Nice To Haves

A graduate degree, such as an M.B.A.
Contact Center leadership experience.
SQL.

Responsibilities

Resource planning, allocation, and related decision making.
Implementing departmental tactical and strategic plans.
Data analytics (performance, forecasting, etc.)
Coaching and developing Contact Center leadership and Associates.
Written and oral communication and presentation to all levels of the Organization.
Interviewing and selection of job applicants.
Escalated problem solving and issue resolution.
Perform other duties as assigned.