Supervisor, Customer Resolutions (Hybrid Schedule)

Eversource Energy•Westwood, MA

1d•Hybrid

About The Position

This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Resolution Specialists and Social Customer Care teams in providing world class service. It 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 Experience Specialists and Social Customer Care Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Requirements

Familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools.
Demonstrate familiarity with Social Customer Care platforms.
Ability to calculate and analyze various call center management metrics.
A high level of Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook.
Advanced analytical, verbal, written, interpersonal, and negotiating skills.
Passion for providing world-class customer service.
Extraordinarily upbeat and professional in every interaction they have with their customers, direct reports, managers, and peers.
Enthusiastic for the job, have a positive mindset, acts as a team player and insists on making the most of any situation.
Enjoy working in an environment of consistent innovation and change that moves at a progressive pace, while developing and encouraging others to excel in this environment.
See the forest through the trees, refuse to work in a silo and avoids saying “That’s not my job”.
Self-driven front-line leader who is not afraid to work hard to excel in everything they do.
Enjoy tackling challenges of all kinds and develop innovative solutions to address those challenges.
Motivated, reliable, and persistent in order to achieve top notch customer satisfaction.
Strong ethics and integrity and be accountable for their actions as well as those of their team.
Possess a tried and true approach to implementing proactive measures to assure ‘root cause’ solutions, along with problem-solving and trouble-shooting expertise.
Strong desire for personal and professional growth; constantly setting and achieving personal goals and challenges.
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 supervisory or leadership experience is strongly preferred.
The ability to speak multiple languages is a plus.

Responsibilities

Leads the Customer Resolutions Specialist, Social Customer Care teams, and/or Senior Customer Service Representatives responsible for Delivery of consistent extraordinary resolution and support for high touch customer care situations presented by Customer Service Representatives (CSRs) in our Residential and Business contact centers.
Support for Social Customer serving Residential and Business customer-service related Twitter and Facebook inquiries across our tri-state service territory, via our various Customer Information Systems designed to support both credit and non-credit inquiries.
Ensures the delivery of high-quality service to Eversource internal and external customers, with the goal to delight during every interaction while creating an environment that fosters teamwork and accountability.
Handles escalated customer calls that often involve complex and challenging situations and resolves them to the customer’s satisfaction, while balancing risk and adhering to all company and regulatory policies and procedures.
Serves as an endpoint for resolution.
Analyzes escalation trends, conducts root cause analysis and evaluates customer feedback to improve First Contact Resolution and Satisfaction achievements.
Engages in input that drives our Company towards our vision, leading others to do the same.
Is 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 Eversource Customer Resolutions Specialists and Social Customer Care Customer Service Representatives.
Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicators 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.
Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance.