Customer Service Supervisor

Call Center Supervisor

Location: Providence, RI

Duration: 12+ Months Contract

Overview

Reporting to the lead supervisor, the call center supervisor is responsible for promoting a customer-focused culture while enhancing experiences for Client customers. Within the role, the supervisor will be responsible to plan, coordinate and direct a team within the call center operations service area to maintain a smooth and efficient function in line with Department, Company, and Regulatory requirements. This role will translate functional policy by executing and delivering procedures that drive greater efficiencies and performance for the end-to-end process within the call center.

Responsibilities

Assist with the management of transition services agreements for the RI Call Center ensuring performance, customer and regulatory metrics are being met

Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders. This includes the hiring of customer service representatives.

Supervise a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried in accordance to end to end process

Monitor and record performance of allocated staff including issues relating to sickness, discipline and agent performance levels and ensure timely delivery of feedback.

Identify, support, and execute on performance improvement initiatives within the call center in order to execute on opportunities for improvement.

Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement

Monitor all Service Level targets, Key Performance Indicators and Risk to ensure compliance

Build and strengthen team environment, set expectations to improve work performance and ensure representatives are complying with standards set for the by our regulatory bodies

Promote and implement procedural best practice to ensure all working practices (and where relevant, health and safety standards) are compliant with Client policies and regulatory requirements.

Use sound judgment to think and act commercially when making decisions that impact productivity and cost. (Offering overtime, off phone activities, time off requests)

Ensure team operates using safe work practices

Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Qualifications

A Bachelor's degree or 5 years of supervisory experience within a Customer Centric and transactional organization desired.

Experience leading a team of represented personnel involved in providing a transactional support service in support of Client objectives.

Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint).

Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications

Possesses knowledge and understanding of Client’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

English / Spanish Bilingual

Knowledge of regulatory requirements set forth by the regulatory agencies

Knowledge and understanding of customer systems within a regulated environment