Supervisor, Customer Resolutions CT (Hybrid Schedule)

Customer Experience Manager

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 Resolution Specialists and Social Customer Care teams 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 Experience Specialists and Social Customer Care Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Essential Functions:

• Leads the Customer Resolutions Specialist, Social Customer Care teams, and/or Senior Customer Service Representatives responsible for
• Delivery of consistent extraordinary resolution and support for high touch customer care situations presented by Customer Service Representatives (CSRs) in our Residential and Business contact centers.
• Support for Social Customer serving Residential and Business customer-service related Twitter and Facebook inquiries across our tri-state service territory, via our various Customer Information Systems designed to support both credit and non-credit inquiries.
• Ensures the delivery of high-quality service to Eversource internal and external customers, with the goal to delight during every interaction while creating an environment that fosters teamwork and accountability.
• Handles escalated customer calls that often involve complex and challenging situations and resolves them to the customer's satisfaction, while balancing risk and adhering to all company and regulatory policies and procedures. Serves as an endpoint for resolution.
• Analyzes escalation trends, conducts root cause analysis and evaluates customer feedback to improve First Contact Resolution and Satisfaction achievements.
• Engages in input that drives our Company towards our vision, leading others to do the same
• Is 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 Eversource Customer Resolutions Specialists and Social Customer Care Customer Service Representatives.
• Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
• Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicators 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.
• Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance.

Qualifications:

• 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.
• A high level of Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook.
• Requires advanced analytical, verbal, written, interpersonal, and negotiating skills.
• Have a passion for providing world-class customer service
• Be extraordinarily upbeat and professional in every interaction they have with their customers, direct reports, managers, and peers.
• Be enthusiastic for the job, have a positive mindset, acts as a team player and insists on making the most of any situation.
• Enjoy working in an environment of consistent innovation and change that moves at a progressive pace, while developing and encouraging others to excel in this environment.
• See the forest through the trees, refuse to work in a silo and avoids saying "That's not my job".
• Be a self-driven front-line leader who is not afraid to work hard to excel in everything they do.
• Enjoy tackling challenges of all kinds and develop innovative solutions to address those challenges.
• Be motivated, reliable, and persistent in order to achieve top notch customer satisfaction.
• Have strong ethics and integrity and be accountable for their actions as well as those of their team.
• Possess a tried and true approach to implementing proactive measures to assure 'root cause' solutions, along with problem-solving and trouble-shooting expertise
• Have a strong desire for personal and professional growth; constantly setting and achieving personal goals and challenges.

Education:

• Bachelor's degree in business, related discipline or equivalent 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 supervisory 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 and Affirmative Action 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.

VEVRRA Federal Contractor