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Form of workA Supervisor of the Contact Center is responsible to provide leadership, influence and development for customer service representatives. This employee-focused leader will build relationships with colleagues and coach staff to deliver exceptional levels of customer service with Time Of Use Rates for our Missouri Customers. The supervisor must demonstrate sound judgement and possess high emotional intelligence when making decisions and mentoring team members.
Essential Responsibilities and Duties:
Maximize experience and skill to supervise people and projects, coordinate customer service operations and personnel to ensure prompt, accurate, professional, and courteous responses to customer inquiries within regulatory terms and conditions.
W orking knowledge of office applications, databases, SharePoint, Workforce Management Systems (IEX TotalView), Customer Care and Billing (CCB), Outage Management System (OMS), Cisco Finesse, Cisco Unified Intelligence Center, Call Back System, ARCOS (callout solution).
Create and run reports via Cisco and Verint. Schedule Adherence reporting and CSR statistics. Analyze reporting data to identify trends and performance gaps.
Collaborate with internal and external partners to ensure as new projects/initiatives roll out, the Contact Center is prepared to take ownership and address issues or questions that arise.
Provide strong, consistent leadership and direction to CSRs, translates company and department vision into measurable goals and objectives for the team, and helps team members understand how they contribute to Client success.
Manage HR and Labor Management tasks on topics including but not limited to: Timesheets/Payroll, Collective BarProducting Agreement, Corrective Action, Performance Improvement Plans, Attendance administration.
Effective use of employee incentives, programs and other Cleint resources to focus CSRs on achieving long term results.
Support safety initiatives promoting a safe and injury free workplace.
Performs other duties as required.
Education and Experience:
Position requires no less than a high school diploma + 5 years experience. Or Bachelors degree in Business, Communications, Management or a related field + 3 years experience. The preferred candidate will have project planning and work force scheduling experience. Supervisor/Manager experience working in a high-volume Contact Center or related environment, utility and/or union environment preferred.
Knowledge, Skills and Behaviors:
Leadership Traits Must have capabilities in the following areas: initiative, influence, integrity, ownership, decisiveness, execution, 360 communications, expectations and accountability, diversity, inclusion and safety.
Builds Relationships Foster effective relationships within and across organizational boundaries and communities to improve decision-making and leverage capabilities.
Champions Adaptability Embraces the implementation and acceptance of change in the organization. Demonstrates openness to new concepts and/or approaches to work and adapts effectively.
Focus on Customer Experience Makes customer experience a priority and works to exceed expectations of customers externally and internally.
Demonstrates Business Acumen Applies knowledge of the business and the industry to decision-making. Assesses internal and external organizational factors to understand the whole business picture.
Lives Cleints Core Values Shows an approach towards people and work that is consistent with the overall values and ethics of the company.
Working Conditions:
Normal office conditions. Ability to meet strict deadlines and work well with people and under pressure. Additional hours, weekends and travel may be required; including a rotating weekly on-call schedule. Must have excellent work record including good attendance.
Scheduled Work Hours: Between the hours 7:00am-5:30pm, Monday-Friday, as needed
