Manager, Customer Care & Support Center - Oahu, Maui, Hawaii

About the role

The P CC CUSTOMER RELATIONS ADMIN Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island. (Role: Manager Supervisor)

Job Function

Responsible for an effective operation and continuous process improvement throughout the customer care & support center by providing leadership, direction, and motivation to the workforce. Leads improvements within the call center that support the Company’s strategic objectives and goals; with an emphasis on customer care, quality assurance, workforce planning, first call resolution, recruiting, coaching and training.

Essential Functions

• Provides effective leadership to the department and develops and maintains a high-performance team of direct reports (supervisors) and personnel.
• Develops and executes operational strategies that foster a culture of innovation, continuous improvement and customer experience, by employing various methodologies: needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements and behaviors to forecast and predict emerging trends.
• Manages customer care performance reports by collecting, analyzing, and summarizing data and trends.
• Manages performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
• A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Plans, prioritizes, develops and implements short, mid and long-term strategic business plans, programs, processes and initiatives that improve operations.
• Develops, implements and maintains effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level goals.
• Safeguards the department strategic plan responding to the changes in the Company’s business environment; identifies and recommends strategic plan changes, as appropriate.
• Determines division’s present and forecasted operational and resource needs for budgeting purposes.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
• Enforces established credit policies and procedures to minimize company’s outstanding receivables effectively and efficiently.
• Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

  Basic Qualifications

  • Knowledge Requirements: Thorough knowledge of the principles of accounting, customer billing system, credit and collection principles and law, communication principles and change cycle management, internet, web, personal computers and mainframe systems and related software applications, rates and rate making, Company’s tariff and collective bargaining agreement.
  • Skills Requirements: Excellent interpersonal skills, excellent written and verbal communication skills, demonstrated ability to effectively communicate with both external and internal customers and with all levels of the organization, demonstrated leadership and supervisory skills and abilities to effectively work with a wide range of individuals dealing with sensitive, difficult, or confrontational issues, in-depth analytical and computational skills, demonstrated ability to effectively conceptualize and problem-solve, advanced negotiation skills and demonstrated ability to manage confrontational, controversial and challenging disputes.
  • Experience Requirements: 5 – 7 years of experience supervising in a Customer Assistance Center, management and/or similar work experience, 3 – 5 years of customer relations experience.

  Pay

  Hiring Range: The hiring range for the Manager, Customer Care & Support Center - Oahu, Maui, Hawaii [Req ID 10595] position is $109,900.00 to $142,600.00. The person selected will be placed according to his/her skills and qualifications.

  Schedule

  Not specified.