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Supervisor-Customer Relation Center

Company: Iberdrola
Location: Pittsfield
Posted on: November 12, 2021

Job Description:

Purpose Supervises, coordinates, and monitors the daily operations of the call center, including customer inquiries, account maintenance, SAP CIS utilization, and work assignments of customer service staff. Prepares forecast of workload and schedules staff as needed to ensure maximum productivity and accuracy of call center, considering resource availability (e.g., scheduled vacations, shift schedules, weekends, holidays, etc.). Performs phone data analysis to assess the Service Quality Measurement (SQM) and adjust workload to achieve service quality target. Oversees functions related to billing, billing exceptions and error processing. Responsible for CSR/agent performance and quality assurance monitoring related to billing, service requests, and customer service in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along with federal and state laws. Coordinate mailroom operations and service order processing. Performs analysis of departmental procedures to implement process improvements and gain work efficiencies. Assist in development of training materials and conduct training classes as needed and administer all departmental progression testing Responsibilities Supervise customer care representatives (CCR) to handle customer calls to ensure maximum productivity, a high quality of customer service, and adherence to policy and procedures.

  • Perform analysis of ACD phone statistics on daily, weekly and monthly basis to evaluate CSR/agent performance and achieving SQM targets. Assess agent manned call time phone logs to determine schedule adherence.
  • Perform agent quality assurance call monitoring; provide coaching and performance feedback to CCRs related to phone statistics, productivity and customer service quality.
  • Develops/coordinates work assignments and schedules for Customer Care Center staff (agents) by analyzing call volume and call handling statistics.
  • Provide supervisory support to resolve customer issues that could not be resolved by Customer Care Representatives; handle escalated customer calls as needed and respond to MDPU complaints.
  • Supports business initiatives and collaborates with management and IT staff to develop system solutions and implement billing and customer service process improvements.
  • Assist in development of customer education programs and conduct training classes.
  • Responsible for modifications/maintenance of "On-Line" (html) billing and customer service training materials on department intranet web page. Administer all departmental progression testing.
  • Handle routine personnel issues, including union grievances where applicable.
  • Serve as liaison between CCC and various departments and/or regulatory and community service agencies.
  • Administration/coordination of vendor services and/or equipment maintenance and approve vendor invoices Skills and Requirements
    • AS Degree and 10 years' experience and/or a High School diploma with 12 years related experience.
    • General knowledge of phone and customer information systems (i.e., ACD, Interactive Intelligence (ININ), SAP, etc.) preferred.
    • Proficient in Microsoft Excel and Word applications; knowledge in PowerPoint is a plus knowledge of MDPU regulations pertaining to credit and collection preferred. Skills/Abilities:
      • Demonstrated leadership and supervisory experience required.
      • Effective interpersonal, verbal and written communication skills.
      • Results oriented with strong analytical, problem-solving and process improvement skills.
      • Ability to facilitate change in a positive and constructive manner.
      • Working knowledge of customer service policies and practices, customer accounting, and information systems.
      • Able to lead team towards outcomes. Good organizational skills and ability to multi-task. Competencies
        • Develop Self & Others
        • Empower to grow
        • Collaborate and Share
        • Be a role model
        • Focus to achieve results
        • Be agile
        • Technical Skills Mobility Information Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

Keywords: Iberdrola, Pittsfield , Supervisor-Customer Relation Center, Other , Pittsfield, Massachusetts

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