Customer Care Center Leader – Call Center Operations

Seeds Renewables; Augusta (ME); Hybrid; USD 77,000 - 97,000; Full time

Job summary

CENTRAL MAINE POWER CO is seeking a Supervisor for the Customer Relations Center in Augusta, ME. The role oversees daily call center operations, staff supervision, and enrollment processing for Power Partner, LICAP, and LIRA, ensuring service excellence and policy adherence.

The position requires supervisory experience, strong leadership, and knowledge of applicable regulations; salary ranges are experience-based and include a bonus component.

Qualifications

• Supervisory experience in customer service or program management.
• Experience with low income programs and related rules.
• Strong leadership and communication abilities.
• Ability to troubleshoot complex problems and take corrective action.
• Knowledge of NYPSC rules, DSS procedures and related regulations.

Responsibilities

• Supervise the Customer Care center and direct hires; monitor monthly call performance.
• Respond to escalated customer concerns and manage union-related issues.
• Review average handle time (AHT) and distribute ancillary work.
• Provide coaching, counseling, and performance feedback to staff.
• Oversee payroll processing and timekeeping; ensure compliance with FMLA, STD, LTD.

Skills

Communication skills

Organizational skills

Leadership

Problem solving

Education

High school graduate or equivalent

Bachelor's degree preferred

Job description

CENTRAL MAINE POWER CO is seeking a Supervisor for the Customer Relations Center in Augusta, ME. The role oversees daily call center operations, staff supervision, and enrollment processing for Power Partner, LICAP, and LIRA, ensuring service excellence and policy adherence.

The position requires supervisory experience, strong leadership, and knowledge of applicable regulations; salary ranges are experience-based and include a bonus component.