Team Leader, Customer Care Center

Role Overview

• Leads a team of Customer Care professionals to execute on the vision and strategy for the organization
• Delivers outstanding customer service, achieving operating objectives and financial goals according to company standards, policies and procedures
• Manages, develops and leads a team with direct report responsibility including Customer Service Representatives, Sr. CSRs, & associates supporting back-office duties
• Achieves internal and external survey goals for employees and customers
• Provides clear expectations to team, giving timely feedback and evaluating performance
• Implements best practices while driving functional consistency, process standardization and operational excellence
• Achieves customer satisfaction goals by planning, teaching, motivating, mentoring and providing feedback to employees
• Maintains team performance through coaching and accountability by planning, monitoring, and observing individual and team performance
• Coaches customer service teams in resolution techniques including identifying problems, leveraging self-service support, using senior representatives and Team Leaders appropriately all in efforts to service customers
• Manages daily operational processes according to NiSource guidelines
• Selects, coaches, and develops team ensuring they are fully equipped with the tools, information, knowledge and skills
• Maintains comprehensive and accurate employee performance documentation
• Identifies employees with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline
• Ensures scheduling and allocation of customer care resources providing optimum customer service
• Ensures all employees’ compliance with company policies, procedures and required training
• Effectively communicates and collaborates with critical business partners, both internal and external
• Attends all required NiSource training programs on-time
• Assists with and leads training as needed
• Ensures all employees complete required training on-time
• Proactively handles escalated customer issues outside of CSR and Sr. CSR scope/authority
• Promotes and assures safe working environments
• Maintains flexibility in work schedule including nights, weekends, holidays, stand-by and emergency support as assigned

Requirements

• High School Diploma or equivalent
• 2-3 years of customer service experience
• 2-3 years supervisory experience
• Strong conflict resolution and negotiation abilities
• Positive relations abilities
• PC software proficiency (I.e. Excel, Word, Powerpoint)
• Knowledge of call center operations processes and key performance measurements
• Ability to lead and motivate a dispersed workforce, including onsite and remote employees
• Knowledge of State and Federal Gas/Electric Regulations
• Strong verbal and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment

Benefits

• Equal Employment Opportunity
• ADA Accommodations
• Promote a safe work environment