Supervisor, Contact Center MA (Hybrid Schedule)

Eversource Energy•Westwood, MA

6d•Hybrid

About The Position

This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Service Representatives in providing world class service. Ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment of going above and beyond for our customers in a 24/7 Contact Center setting. This professional position is responsible for the complete development of Eversource Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Requirements

Requires familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools.
Demonstrate familiarity with Social Customer Care platforms as well as the ability to calculate and analyze, various call center management metrics.
Requires Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook.
Requires advanced analytical, verbal, written, interpersonal, and negotiating skills.
Requires a bachelor’s degree in Business, related discipline, or equivalent experience.
Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities.

Nice To Haves

Previous supervisor or leadership experience strongly preferred.
The ability to speak multiple languages is a plus.

Responsibilities

Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability.
Engages in input that drives our Company towards our vision, leading others to do the same.
Directly accountable for ensuring exceptionally high individual CSR and center performance. This is achieved by being a visible presence on the contact center floor (at least 50% of the work week) engaging, evaluating, providing feedback and assisting Customer Service Representatives.
Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures.
Works collaboratively with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution.
Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded.
Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify performance trends and areas of opportunity and makes recommendations for policy and procedural changes to drive continuous improvement and increase customer satisfaction.
Works collaboratively with the Workforce Management team to ensure appropriate staffing needs and coverage and manage average handle time, after call work, and schedule adherence.
Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees’ concerns, questions, and ideas to management.
Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty.
Selects, trains, and develops new employees in the Contact Center using Eversource’s cutting edge recruiting and hiring process.
Participates on and leads various project teams, as necessary.
Participates in the on-call supervisor rotation, and participates in emergency/storm restoration events, as necessary.
Completes mid-year and year-end performance reviews, as required, for direct reports.
Interprets and ensures compliance with union contracts, as needed.
Exercises sound judgment and discretion in confidential matters.
Ability to work various schedules in a 24x7 contact center environment, as business needs dictate. Schedules will be rotational and will require flexibility regarding availability to work second shift and weekends, as required.
Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance.
Works with complicated/complex billing and system reports.
Responds to all email, correspondence, subpoenas and social media/executive inquiries.