Supervisor, Contact Center NH (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position. Applicants requiring visa sponsorship to start employment will not be considered.

About the role

This position leads a team of Customer Service Representatives in a 24/7 Contact Center, ensuring compliance with Company and regulatory policies while fostering an environment that delivers world-class customer service. The role focuses on developing representatives through coaching, performance feedback, and sound business decision-making to maximize customer satisfaction.

Eversource supports work-life balance by offering hybrid schedules for eligible roles. Current guidelines require employees to work at least three days in the office (including Tuesdays and Wednesdays), with the third day determined by the employee and supervisor based on department needs. All employees must be available to work up to five days in the office if required for emergencies, training, or other business needs.

Responsibilities

• Lead a team of approximately 15 Residential or Business Customer Service Representatives to deliver high-quality service, ensuring customer delight and fostering teamwork and accountability.
• Spend at least 50% of the workweek on the contact center floor, engaging with, evaluating, and providing feedback to representatives.
• Provide weekly feedback through quality and performance coaching sessions and side-by-side observations.
• Handle escalated customer calls, resolving complex and challenging situations while adhering to company and regulatory policies.
• Collaborate with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve satisfaction and First Contact Resolution.
• Monitor inbound call volumes, individual and center performance metrics, and customer feedback to meet or exceed key performance indicator goals.
• Analyze Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify trends and recommend policy or procedural changes for continuous improvement.
• Work with the Workforce Management team to ensure appropriate staffing, coverage, and management of average handle time, after-call work, and schedule adherence.
• Communicate Company strategy and goals to employees and relay employee concerns, questions, and ideas to management.
• Ensure compliance with regulations and Company policies while seeking ways to improve business practices to enhance customer satisfaction and loyalty.
• Select, train, and develop new employees using Eversource’s recruiting and hiring process.
• Participate in and lead project teams as necessary.
• Participate in the on-call supervisor rotation and emergency/storm restoration events.
• Complete mid-year and year-end performance reviews for direct reports.
• Interpret and ensure compliance with union contracts, as needed.
• Exercise sound judgment and discretion in confidential matters.
• Work various schedules in a 24x7 contact center environment, including rotational shifts, second shifts, and weekends as required by business needs.
• Work extra hours as necessary to ensure exceptional performance.
• Work with complex billing and system reports.
• Respond to emails, correspondence, subpoenas, and social media/executive inquiries.

Requirements

• Bachelor’s degree in Business, a related discipline, or equivalent work experience.
• Five or more years of related customer service experience or five years of customer contact center experience, including at least two years of supervisory responsibilities.
• Previous supervisor or leadership experience strongly preferred.
• Familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management, and Quality Assurance tools.
• Experience with Social Customer Care platforms and the ability to analyze call center management metrics.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Advanced analytical, verbal, written, interpersonal, and negotiating skills.
• Ability to speak multiple languages is a plus.

Skills

• Build trusting relationships
• Manage and develop people
• Foster teamwork and cross-functional collaboration
• Lead change
• Communicate strategic vision
• Create an engaged workforce
• Focus on the customer
• Take ownership and accountability

Pay

Annual salary range: $103,200.00–$114,670.00. This position is eligible for a potential incentive.

Benefits

Eversource offers a competitive total rewards program. For an overview of benefits, visit the careers site.

Schedule

• Rotational shifts in a 24x7 contact center environment, including flexibility to work second shifts and weekends as required.
• Hybrid schedule with at least three in-office days per week (including Tuesdays and Wednesdays).
• Availability to work up to five days in the office for emergencies, training, or other business needs.