Impactful Customer Care Team Leader

NiSource Inc.; Merrillville (IN); Sur place; USD 82 000 - 123 000; Plein temps

Résumé du poste

NiSource Inc. seeks a Team Leader to steer a Customer Care team toward delivering exceptional service and meeting company objectives. You will manage direct reports including CSRs and Team Leaders, coach staff, and implement best practices to standardize operations.

Responsibilities include performance management, training support, and ensuring compliance with policies. Candidates should have strong leadership and call center knowledge, with flexibility for varied schedules.

Qualifications

• Requires strong conflict resolution, negotiation and interpersonal skills.
• Demonstrated ability to lead and motivate dispersed onsite/remote teams.
• Knowledge of call center operations and KPIs.
• Proficiency with PC software including Excel/Word/PowerPoint.
• Understanding of state and federal gas/electric regulations.

Responsabilités

• Leads a team to execute the organization vision and strategy.
• Delivers outstanding customer service to achieve objectives and financial goals.
• Manages, develops and leads a team with direct report responsibility.
• Achieves survey goals for employees and customers.
• Provides clear expectations, feedback, and performance evaluation.
• Implements best practices for consistency and operational excellence.
• Coaches staff in resolution techniques and escalates appropriately.
• Maintains scheduling and optimal resource allocation.
• Ensures compliance with policies, procedures and training.
• Supports training and quality assurance to develop capabilities.

Connaissances

Conflict resolution

Negotiation

Interpersonal skills

Leadership

Communication

Dispersed team leadership

Call center knowledge

Performance measurement

Problem solving

Customer care tools familiarity

Formation

High School Diploma or equivalent

Bachelor's Degree

Outils

Excel

Word

PowerPoint

Customer Care Center tools

Description du poste

NiSource Inc. seeks a Team Leader to steer a Customer Care team toward delivering exceptional service and meeting company objectives. You will manage direct reports including CSRs and Team Leaders, coach staff, and implement best practices to standardize operations.

Responsibilities include performance management, training support, and ensuring compliance with policies. Candidates should have strong leadership and call center knowledge, with flexibility for varied schedules.