Hybrid Supervisor, Contact Center CT

at Eversource Energy

• Job title: Supervisor, Contact Center CT
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $100,200 - $111,330 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Windsor, United States

About the role

• Supervisor leading a team of Customer Service Representatives at Eversource, ensuring high-quality service while complying with policies. Position requires strong leadership in a hybrid contact center environment.

Responsibilities

• This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Service Representatives 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.
• Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers.
• 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.
• Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction.
• 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.
• Selects, trains, and develops new employees in the Contact Center using Eversource’s cutting edge recruiting and hiring process.

Requirements

• 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.
• Previous supervisor or leadership experience strongly preferred.
• 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.
• The ability to speak multiple languages is a plus.

Benefits

• Eversource offers a competitive total rewards program.
• Check out our careers site for an overview of our benefits programs.