Supervisor, Contact Center MA (Hybrid Schedule)

Eversource; Westwood (MA); Presencial; USD 103.000 - 115.000; Jornada completa

Descripción de la vacante

Eversource is seeking a dedicated Customer Service Supervisor to lead a ~15-person CSR team in a 24/7 environment. You will coach, evaluate, and feedback performance to maximize customer satisfaction and ensure adherence to company policies.

Responsibilities include handling escalated calls, analyzing trends, coordinating with Workforce Management for staffing, and driving continuous improvement. A bachelor’s degree in Business or related field is required.

Formación

• Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities.

Responsabilidades

• Lead a team of ~15 Residential or Business Customer Service Representatives in delivering high-quality service.
• Provide weekly feedback through coaching sessions and observations.
• Handle escalated calls and resolve to customer satisfaction while following policies.
• Analyze escalation trends with supervisor to improve satisfaction and first contact resolution.
• Coordinate with Workforce Management for staffing, scheduling and monitoring performance.

Conocimientos

Call center management

Leadership

Analytical skills

Verbal communication

Educación

Bachelor's degree in Business or related discipline

Herramientas

ACD

IVR

WFM

QA tools

Microsoft Office

Descripción del empleo

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered. Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change. This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Service Representatives in providing world class service. Ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment of going above and beyond for our customers in a 24/7 Contact Center setting. This professional position is responsible for the complete development of Eversource Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Essential Functions:

Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability. Engages in input that drives our Company towards our vision, leading others to do the same. Directly accountable for ensuring exceptionally high individual CSR and center performance. This is achieved by being a visible presence on the contact center floor (at least 50% of the work week) engaging, evaluating, providing feedback and assisting Customer Service Representatives. Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations. Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures. Works collaboratively with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution. Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded. Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify performance trends and areas of opportunity and makes recommendations for policy and procedural changes to drive continuous improvement and increase customer satisfaction. Works collaboratively with the Workforce Management team to ensure appropriate staffing needs and coverage and manage average handle time, after call work, and schedule adherence. Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees’ concerns, questions, and ideas to management. Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty. Selects, trains, and develops new employees in the Contact Center using Eversource’s cutting edge recruiting and hiring process. Participates on and leads various project teams, as necessary. Participates in the on-call supervisor rotation, and participates in emergency/storm restoration events, as necessary. Completes mid-year and year-end performance reviews, as required, for direct reports. Interprets and ensures compliance with union contracts, as needed. Exercises sound judgment and discretion in confidential matters. Ability to work various schedules in a 24x7 contact center environment, as business needs dictate. Schedules will be rotational and will require flexibility regarding availability to work second shift and weekends, as required. Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance. Works with complicated/complex billing and system reports. Responds to all email, correspondence, subpoenas and social media/executive inquiries.

Qualifications:

Technical Knowledge/Skill:

Requires familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools. Demonstrate familiarity with Social Customer Care platforms as well as the ability to calculate and analyze, various call center management metrics. Requires Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook. Requires advanced analytical, verbal, written, interpersonal, and negotiating skills.

Education:

Requires a bachelor’s degree in Business, related discipline, or equivalent work experience.

Experience:

Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities. Previous supervisor or leadership experience strongly preferred. The ability to speak multiple languages is a plus.

Competencies:

• 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 & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is: $103,200.00-$114,670.00

Worker Type: Regular

Number of Openings: 1

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement:

Eversource Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

Who we are:

Eversource Energy (NYSE:ES), a Fortune 500 and Standard & Poor’s 500 energy company based in Connecticut, Massachusetts and New Hampshire, operates New England’s largest energy delivery system. Eversource is committed to safety, reliability, environmental leadership and stewardship, and expanding energy options for its 4.3 million electric and natural gas customers. We are a company dedicated to our customers, communities and employees. We know that our success depends on the best efforts of our engaged team-talented and dedicated individuals who take pride in their work, know and exhibit the value of teamwork and collaboration, and support each other in working safely every day.