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Eversource Energy · 3 hours ago

Supervisor, Contact Center MA (Hybrid Schedule)

Westwood, MA

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $111K/yr

5+ years exp

Eversource Energy is a leading utility company specializing in energy efficiency solutions for customers across New England. The Supervisor, Contact Center role is responsible for leading a team of Customer Service Representatives to ensure high-quality customer experiences, compliance with policies, and continuous improvement in customer satisfaction.

DeliveryElectrical DistributionEnergyEnergy EfficiencyNatural ResourcesOil and GasRenewable EnergyStaffing Agency

No H1B

Responsibilities

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

Qualification

Call center technologyCustomer service experienceSupervisory experienceMicrosoft OfficeAnalytical skillsMultilingualInterpersonal skillsNegotiating skillsTeamworkCommunication skills

Required

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

Requires a bachelor's degree in Business, related discipline, or equivalent 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