Team Leader, Customer Care Center

NiSource•Indianapolis, IN

2d•$82,200 - $123,200•Hybrid

About The Position

Leads a team of Customer Care professionals to execute on the vision and strategy for the organization. Delivers outstanding customer service, achieving operating objectives and financial goals according to company standards, policies and procedures. Manages, develops and leads a team with direct report responsibility including Customer Service Representatives, Sr. CSRs, & associates supporting back-office duties. Achieves internal and external survey goals for employees and customers.

Requirements

High School Diploma or equivalent
2-3 years of customer service experience
2-3 years supervisory experience
Strong conflict resolution and negotiation abilities
Positive relations abilities
PC software proficiency (I.e. Excel, Word, Powerpoint)
Knowledge of call center operations processes and key performance measurements
Ability to lead and motivate a dispersed workforce, including onsite and remote employees
Knowledge of State and Federal Gas/Electric Regulations
Strong verbal and interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Demonstrated integrity and commitment, focusing on detail-orientation, effective follow-up and efficient follow through
Knowledge and ability to use Customer Care Center tools/systems and applications
Must reside within 80 miles of one of the offices below

Nice To Haves

Bachelor's Degree

Responsibilities

Leads employees to achieve superior results, customer advocacy, and a high-performance culture that exemplifies NiSource’s expected employee behaviors, culture and values
Provides clear expectations to team, giving timely feedback and evaluating performance
Implements best practices while driving functional consistency, process standardization and operational excellence
Achieves customer satisfaction goals by planning, teaching, motivating, mentoring and providing feedback to employees
Maintains team performance through coaching and accountability by planning, monitoring, and observing individual and team performance
Coaches customer service teams in resolution techniques including identifying problems, leveraging self-service support, using senior representatives and Team Leaders appropriately all in efforts to service customers
Manages daily operational processes according to NiSource guidelines
Selects, coaches, and develops team ensuring they are fully equipped with the tools, information, knowledge and skills. Leverages support from Training and Quality Assurance to achieve this goal
Maintains comprehensive and accurate employee performance documentation
Identifies employees with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline
Ensures scheduling and allocation of customer care resources providing optimum customer service
Ensures all employees’ compliance with company policies, procedures and required training
Effectively communicates and collaborates with critical business partners, both internal and external
Attends all required NiSource training programs on-time. Assists with and leads training as needed
Ensures all employees complete required training on-time
Proactively handles escalated customer issues outside of CSR and Sr. CSR scope/authority
Promotes and assures safe working environments
Maintains flexibility in work schedule including nights, weekends, holidays, stand-by and emergency support as assigned
Administers Bargaining Unit contract
Responds and addresses employee grievances while leveraging Labor Relations support