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Summary of Responsibilities Responsible for leading the day-to-day functions of the Customer Contact Center by providing employees with guidance, training, support and supervision to ensure the delivery of the best customer care service.
Essential Job Functions
- Supervises the call center employees and daily operations
- Develop and manage Team Leads to ensure that they are providing leadership to call center employees to ensure service excellence
- Develop, review, analyze and interpret daily statistical and performance level reports to ensure that employees are performing at optimum levels
- Develop, implement and review policies and procedures to ensure consistency, and continuous quality improvements in the customer service experience
- Work with all levels of management and third parties to gather information and resolve issues
- Facilitate, attend and participate in work related meetings affecting the customer contact center
- Improve quality of service delivery by partnering with QA and auditing calls in an effort to minimize errors and increase employee performance
- Manage complex or escalated customer complaints or inquiries
- Assists with staff scheduling to meet the demands of the department
- Review staff performance, identify training needs and help coordinate training sessions
- Cultivate team dynamics by engaging employees and fostering a team environment
- Maintain & share up-to-date knowledge of industry
Experience and Educational Requirements
- Bachelor’s degree is preferred
- Experience in electric utility operations with a minimum of 3 years of related call center management experience
- Staff supervision, hiring, training and development experience
- Knowledgeable in VoIP environment (preferably Nortel), OnviSource, and workforce management software
- Must have strong critical thinking skills, the ability to exercise independent judgment and the ability to problem solve effectively
- Excellent oral and written communication skills with the ability to communicate with customers and all levels of management
- Must have excellent time management skills and able to multi-task in a fast-paced environment
- Must be proficient in Microsoft Office applications
- Must be a team player with demonstrative positive work ethics and attitude
· Other duties assigned as needed
Abilities
- Must be able to work in a fast pace environment.
- Ability to observe trends and recommend process improvements.
- Ability to inspire, motivate and provide recognition to large groups of employees.
- Ability to manage Call Center activities remotely as necessary (weekends, evenings).
- Must be able to lift 25 lbs.
- Must be able to stand and/or walk for extended periods of time.
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Date Posted: 10/21/2009
Expiration Date: 11/21/2009
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