About this role

Manage the day-to-day operational performance of the Call Center
primarily inbound and outbound customer calls.
Ensure compliance with department goals, objectives, policies and procedures by setting performance objectives, selecting and implementing appropriate procedures, technologies and staffing for the Call Center.
Communicate and ensure standards are achieved in customer service, company, service quality and efficiency goals.
Develop, motivate and empower supervisory team.
Partner with internal and external business partners to ensure best practices are deployed, maintained and continuously improved to effectively support customer service goals.

Ten (10) plus years of experience in a customer service and call center environment including previous supervisor/managerial experience.
Requires knowledge of Call Center operations and telephone equipment.
Familiarity with industry regulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements, policies and procedures; billing, credit & collection preferred.
Requires analytical, verbal, written, communication, customer service, interpersonal and negotiating skills.
Bachelor's degree in Business, related discipline or equivalent experience.

Manager, Contact Center, Residential and Business

Key skills