Mgr-Customer Operations

Responsibilities

• Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders.
• Hiring of customer service representatives.
• Monitoring and analyzing call center performance metrics to identify areas for improvement.
• Daily execution of call center strategies, policies, and procedures.
• Encourage and motivate remote and in-office personnel who work in extremely repetitious, but fast paced contact center environment.
• Oversee a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried in accordance to end to end process.
• Oversee performance of allocated staff including issues relating to sickness, discipline and agent performance levels and ensure timely delivery of feedback.
• Coach and develop staff.
• Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement.
• Monitor all Service Level targets, Key Performance Indicators and Risk to ensure compliance.
• Develop actions plans when targets are not met.
• Build and strengthen team environment, set expectations to improve work performance and ensure representatives are complying with standards set for the by our regulatory bodies.
• Promote and implement procedural best practice to ensure all working practices (and where relevant, health and safety standards) are compliant with RIE policies and regulatory requirements.
• Use sound judgment to think and act commercially when making decisions that impact productivity and cost.
• Offering overtime, off phone activities, time off requests.
• Conduct regular performance evaluations and provide constructive feedback to call center supervisors to promote professional growth and development.
• Build relationships and effectively collaborate with various operations teams in the development, implementation, and/or changes to business processes.
• Cook up with other departments to analyze and resolve difficult problems, inquiries, and complaints.
• Propose new, novel solutions to prevent problems from recurring, as appropriate.
• Manage continuous improvement to achieve goals for customer service satisfaction.
• Appropriately balance the needs of the customer with the requirements of the business, building awareness of customer feedback across operations teams to optimize customer satisfaction.
• Manage call center budget and resources to ensure cost-effectiveness and efficient operations.
• Foster a positive work culture and team environment to promote employee engagement and retention.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

Qualifications

• Bachelor's degree plus 6 years of supervisory experience within a customer centric and transactional organization desired or 10 years of direct supervisory experience.
• Experience leading a team of represented personnel involved in providing a transactional support service in support of RIE objectives.
• Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint) and working knowledge of call center process, technology and industry best practices.
• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.