Contact Center Supervisor

About the role

The successful candidate will perform the role of coach, teacher, planner and administrator for direct reports, and provides appropriate opportunities to ensure employee engagement (i.e. education, training, performance management, advancement opportunities, etc.). The Supervisor works in collaboration with functional and cross-functional teams, peers, direct reports, and management to advance the goal of continuous improvement by identifying problems and finding solutions to improve and streamline processes directly impacting customers and customer satisfaction.

Responsibilities

• Works in collaboration with functional and cross-functional teams, peers, direct reports, and management to advance the goal of continuous improvement by identifying problems and finding solutions to improve and streamline processes directly impacting customers and customer satisfaction.
• Ensures operational responsibilities are met in the Contact Centers and that internal and external customer needs are met or exceeded daily.
• Maintains positive, effective relationships, exercises sound judgment when interpreting policies and procedures to determine fiscally responsible decisions and uses a teamwork approach to ensure all are poised to meet the challenges of change, innovation, and cultural diversity.
• Manages project work/special assignments effectively.
• Adheres to prescribed customer contact and departmental standards.
• Supports department strategic initiatives.
• Performs other duties as assigned.

Requirements

• Bachelor's degree from an accredited college or university required, preferably with some of the academic study in accounting and finance, business management, psychology, sociology, communications, and organizational behavior.
• Minimum of three years of practical professional experience in accounting, billing, receivables management or customer service.
• Must be proficient in Microsoft Office applications, specifically Excel and Word.
• Strong problem solving and analytical skills in a dynamic environment with tight deadlines.
• Strong communication skills.

Qualifications

• Previous Contact Center experience.
• Broad knowledge of utility operations.
• Prior management and/or supervisory experience.
• Good people and interpersonal skills - ability to build effective relationships with all levels of professionals.
• Ability to plan well and prioritize work.
• Ability to maintain calmness under pressure.
• Effective public speaking skills.
• Ability to lead by example.

Skills

• Technical and subject matter assistance to the Indiana Utility Regulatory Commission staff on customer complaints.
• Develop, communicate, and complete customer responses to the Better Business Bureau on customer complaints.
• Research, analyze and resolve customer issues received through Qualtrics Customer Survey Results.
• Review, analyze and score contact for direct reports each month and develop action plans for behaviors outside of the prescribed guidelines.
• Train, provide feedback, and develop action plans for direct reports on contact types received by agents daily.
• Cook up, plan, and implement departmental activities for engagement and improve employee morale.
• Manage direct reports schedule exceptions to ensure direct reports are within departmental guidelines and compliance.
• Define, analyze, and implement continuous improvement opportunities to improve internal and external customer satisfaction.
• Research, analyze and resolve customer complaints received daily from Contact Center Associates.
• Support department strategic initiatives.

Benefits

• Citizens Energy Group offers competitive salary and benefits including Health, Dental & Vision Defined Benefit Pension Plan 401(k) Retirement Plan with company match Short Term Incentive Pay (STIP) Plan Health Savings Account (HSA) with company contribution Wellness Program Adoption and tuition assistance Employee Credit Union PTO and Paid Holidays