Mgr CCC

NiSource•London, IN

About The Position

This role leads, coaches and develops a team of leaders and front-line employees who are responsible for delivering excellent customer service. Responsible for managing across the Customer Care function inbound calling and offline transactions. Accountable for achieving operational goals and driving employee engagement while promoting high levels of customer service satisfaction. Essential Functions Oversees Customer Service operations, monitors daily metrics and performance, and ensures compliance with quality, service, and safety standards Promotes and assures safe working environments Maintains comprehensive and accurate leader performance documentation Performs the full scope of talent management and development Provides clear expectations to team, giving timely feedback and evaluating performance Identifies front-line employees and leaders with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline Leads teams in resolving customer inquiries and needs while driving customer loyalty and brand advocacy Resolves and/or addresses more complex customer issues or questions falling outside of the Team Leaders scope/authority Responsible for driving leader and employee behaviors needed to achieve metrics and goals within assigned queue(s) Accountable for driving leader and employee behaviors needed to achieve standards for quality and performance specific to the queue(s) Analyzes customer satisfaction results and proactively develops and implements action plans for improvement based on changes in priority and customer experience Analyzes statistics and interprets data to identify trends impacting the team’s performance and coaches to improve performance Effectively communicates and collaborates with critical business partners, both internal and external Leads, support, and communicates across Customer Service through successful implementation of enterprise initiatives Manages to customer service financial/forecasting requirements by analyzing variances and driving performance accountability Participates in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry Participates on projects that impact the performance of the department by leveraging cross functional relationships with peers Ensures compliance with NiSource and Customer Service policies, procedures and goals Drives continuous improvement through driving peer to peer accountability and building/leveraging cross functional relationships throughout the company to deliver on business imperatives Responds timely to employee concerns and/or questions while maintaining an open-door management culture Flexible in working a schedule including nights, weekends, holidays, stand-by and emergency support as assigned Applicable for Manager leading Union represented workforce: Administers Bargaining Unit contract Respond & address employee grievances while leveraging Labor Relations Support

Requirements

Bachelor's Degree or comparable industry-related work experience
4-6 years 4-6 years of customer service experience
1-3 years Minimum 2 years as a leader in customer service, call center required
Ability to drive and maintain operational goals related to key performance indicators and cultural
Ability to lead and motivate a dispersed workforce, including onsite and remote
Ability to perform at a high level with limited direct supervision
Must be available to work varying shifts based on business needs, specifically during seasonal high-volume periods and emergency events
Must be able to perform in a demanding fast pace environment
Strong knowledge in the customer service life cycle
Conflict resolution and negotiation abilities
Exceptional critical thinking, problem-solving, data analytics, decision-making, organization, and prioritization skills
PC software proficiency (i.e. Excel, Word, Powerpoint)
Proven cross-functional collaboration ability
Must demonstrate excellent verbal, written and presentation skills

Nice To Haves

Experience with project planning and implementation
1-3 years Minimum two years experience leading supervisors preferred
Gas and Electric experience preferred

Responsibilities

Oversees Customer Service operations, monitors daily metrics and performance, and ensures compliance with quality, service, and safety standards
Promotes and assures safe working environments
Maintains comprehensive and accurate leader performance documentation
Performs the full scope of talent management and development
Provides clear expectations to team, giving timely feedback and evaluating performance
Identifies front-line employees and leaders with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline
Leads teams in resolving customer inquiries and needs while driving customer loyalty and brand advocacy
Resolves and/or addresses more complex customer issues or questions falling outside of the Team Leaders scope/authority
Responsible for driving leader and employee behaviors needed to achieve metrics and goals within assigned queue(s)
Accountable for driving leader and employee behaviors needed to achieve standards for quality and performance specific to the queue(s)
Analyzes customer satisfaction results and proactively develops and implements action plans for improvement based on changes in priority and customer experience
Analyzes statistics and interprets data to identify trends impacting the team’s performance and coaches to improve performance
Effectively communicates and collaborates with critical business partners, both internal and external
Leads, support, and communicates across Customer Service through successful implementation of enterprise initiatives
Manages to customer service financial/forecasting requirements by analyzing variances and driving performance accountability
Participates in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry
Participates on projects that impact the performance of the department by leveraging cross functional relationships with peers
Ensures compliance with NiSource and Customer Service policies, procedures and goals
Drives continuous improvement through driving peer to peer accountability and building/leveraging cross functional relationships throughout the company to deliver on business imperatives
Responds timely to employee concerns and/or questions while maintaining an open-door management culture
Flexible in working a schedule including nights, weekends, holidays, stand-by and emergency support as assigned
Applicable for Manager leading Union represented workforce: Administers Bargaining Unit contract Respond & address employee grievances while leveraging Labor Relations Support