Manager, Customer Care & Support Center - Oahu, Maui, Hawaii

hawaiianel•Honolulu, HI

19d•$109,900 - $142,600•Onsite

About The Position

The P CC CUSTOMER RELATIONS ADMIN Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island. (Role: Manager Supervisor) Responsible for an effective operation and continuous process improvement throughout the customer care & support center by providing leadership, direction, and motivation to the workforce. Leads improvements within the call center that support the Company’s strategic objectives and goals; with an emphasis on customer care, quality assurance, workforce planning, first call resolution, recruiting, coaching and training.

Requirements

Thorough knowledge of the principles of accounting normally acquired through college level accounting courses or equivalent experience.
Thorough knowledge of the customer billing system.
Thorough knowledge of credit and collection principles and law.
Working knowledge and practice in communication principles and change cycle management.
Working knowledge of internet, web, personal computers and mainframe systems and related software applications such as spreadsheets, word processing, etc.
Working knowledge of rates and rate making.
Working knowledge of Company’s tariff and collective bargaining agreement.
Excellent interpersonal skills.
Excellent written and verbal communication skills.
Demonstrated ability to effectively communicate with both external and internal customers and with all levels of the organization.
Demonstrated leadership and supervisory skills and abilities to effectively work with a wide range of individuals dealing with sensitive, difficult, or confrontational issues.
Demonstrated ability to perform well under an ambiguous and challenging environment.
In-depth analytical and computational skills.
Demonstrated ability to effectively conceptualize and problem-solve.
Advanced negotiation skills and demonstrated ability to manage confrontational, controversial and challenging disputes.
5 – 7 years of experience supervising in a Customer Assistance Center, management and/or similar work experience.
3 – 5 years of customer relations experience.

Responsibilities

Provides effective leadership to the department and develops and maintains a high-performance team of direct reports (supervisors) and personnel.
Develops and executes operational strategies that foster a culture of innovation, continuous improvement and customer experience, by employing various methodologies: needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements and behaviors to forecast and predict emerging trends.
Manages customer care performance reports by collecting, analyzing, and summarizing data and trends.
Manages performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Plans, prioritizes, develops and implements short, mid and long-term strategic business plans, programs, processes and initiatives that improve operations.
Develops, implements and maintains effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level goals.
Ensures that the department strategic plan responds to the changes in the Company’s business environment; identifies and recommends strategic plan changes, as appropriate.
Determines division’s present and forecasted operational and resource needs for budgeting purposes.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
Enforces established credit policies and procedures to minimize company’s outstanding receivables effectively and efficiently.
Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.