Team Leader Customer Care Center

WEC Energy Group • Vernon, WI

6d • Onsite

About The Position

WBS, a subsidiary of WEC Energy Group, is seeking a Team Leader Customer Care Center in our Pewaukee, Wisconsin location.   About Us   WEC Energy Group is one of the nation's largest electric generation and distribution and natural gas delivery holding companies serving 4.7 million customers across the Midwest. We are committed to providing clean, reliable, and affordable energy in an environmentally sustainable manner. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services.   As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. We don't just offer a job; we provide fulfilling careers where safety and well-being are paramount. Join our team and experience first-hand our commitment to your success. We offer competitive pay and benefits to recognize your hard work and dedication.   If you're talented, energetic and ready for a career with a future, we want you on our team. We are powered by a diverse and inclusive workforce fueled by the pride in what we do. If you're driven by the passion to change lives, this is the place for you.Job Summary   The role of the Team Leader of the Customer Contact Center (CCC) is to supervise CCC operations and staff to ensure excellent customer service and limit company liability and risk in storm, collections and emergency situations.

Requirements

• Bachelors or Associate degree. Candidates that possess the experiential requirement in lieu of a degree will be considered.
• 3-4 years experience in direct marketing or inbound/outbound customer center (100+ seats) operation experience and/or credit call center management.
• Experience in leadership and people development including contact quality and performance measurements.
• Experience in team building and coaching.
• Experience/advanced knowledge in telephony and workforce management.
• Experience/advanced knowledge in customer programs and desktop applications.

Nice To Haves

• Prior people leadership experience in a care center environment.

Responsibilities

• Lead a 24x7 emergency contact center operation. Responsible for floor manager, day and night, along with duty and back-up duty supervision on a rotating basis to provide 24x7 management support
• Lead a team of 15-18 Customer Consultants, Business Consultants or Telecollectors.
• Provide coaching, counseling, discipline, training and development to team members. Establish performance management and development plans yearly to review with team members bi-monthly. Regularly monitor performance, reinforce expectations, evaluate and communicate to team members monthly or more often as needed.
• Responsible for participating in center reviews, call calibration/monitoring and escalated call handling.
• Expertise necessary to administer policies such as attendance, EEO, workplace harassment, safety policies, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees