Customer Service Lead – Hybrid, 24/7 Center

Eversource Energy; Westwood (MA); Hybrid; USD 103,000 - 115,000; Full time

Job summary

Eversource Energy in Massachusetts is seeking a senior Customer Service Supervisor to lead a 15-person team in a 24/7 contact center, delivering world-class service and coaching staff.

You will monitor performance metrics, handle escalations, drive process improvements, and collaborate with workforce management and resolutions teams to ensure first contact resolution and customer satisfaction.

Qualifications

• Bachelor’s degree in Business or related field required.
• Five or more years in customer service, with at least two years of supervisory responsibilities.
• Experience leading in a call center environment preferred.
• Multilingual abilities a plus.

Responsibilities

• Lead a team of ~15 CSR in delivering high-quality service.
• Provide weekly feedback through coaching sessions and observations.
• Handle escalated calls and resolve to customer satisfaction.
• Analyze escalation trends with supervisor to improve processes.
• Ensure staffing and scheduling in a 24x7 center and monitor performance.

Skills

Call center tech

Social Customer Care

MS Office

Analytical skills

Verbal & written communication

Education

Bachelor’s degree in Business or related

Tools

ACD/IVR systems

Workforce Management

Quality Assurance tools

Job description

Eversource Energy in Massachusetts is seeking a senior Customer Service Supervisor to lead a 15-person team in a 24/7 contact center, delivering world-class service and coaching staff.

You will monitor performance metrics, handle escalations, drive process improvements, and collaborate with workforce management and resolutions teams to ensure first contact resolution and customer satisfaction.