Contact Center Manager

Touchstone Energy Cooperative, Inc. Denton, TX
DescriptionPosition Summary

The Contact Center Manager will oversee all incoming correspondence communication channels. The Contact Center Manager is responsible for ensuring the highest level of customer/member relations. This individual is a role model and leader who must solve problems, make informed decisions and manage the organization wisely to achieve and meet our objectives and live up to our mission statement.

Primary Position Responsibilities

* Track and Monitor attendance, scorecards, issues, volume drivers, and isolated circumstances that had an impact to our customers.

* Will be required to provide reporting data and load into the Dash Boards as required.

* Must stay current on any new initiatives the company is launching and determine how they will affect the Customer Care Team.

* Must be an effective communicator. Ensure that with any changes that will impact our teams they are trained and can expect what will happen.

* Must be a strategic thinker by looking at ways to improve the customer experience.

* Manage expenses to meet budget for the Contact Center.

* Meet with or speak with members or customers to resolve or educate on any issues they may have.

* Ensure training requirements are given to the Quality Assurance Team to follow-up on.

* Work closely with the Quality Assurance Team to ensure that all service orders or transactions are performed accurately.

* Formulate a game plan in the areas that need improvement.

* Help solve problems that affect the service, efficiency, and productivity of Customer Care.

* Be well informed of the projects that are being worked on and ensure that they are communicated to your area of responsibility.

* Assist in the hiring process of selecting the most qualified individuals.

* Review policies and procedures to ensure that they still make sense today.

* Implement and supervise employees work schedules

* Be aware of all areas of possible loss due to theft, fraud and/or carelessness.

* Perform random audits of these areas to ensure we are meeting all requirements.

* Ensure that all safety requirements are met.

* Play an active key role in the execution of our Emergency Response Plan.

* Take an active role in providing information for the budget.

* Be available to activate our calling tree at any time or have a designated person stand in.

* Other duties as assigned.

* Complies with established CoServ safety and operating rules, procedures, and guidelines. Responsible for reporting unsafe practices to a supervisor.

* Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines. Responsible for reporting suspected information security incidents to Client Services.

Supervisory Responsibilities

* Take proactive and/or corrective action to ensure consistency in individual performance.

* Perform annual reviews. Specific feedback is required here. Provide a supplement to the actual review if needed.

* Hold employees accountable for poor performance and recognize top performance.

* Scorecard your leadership each month and have a game plan for the areas where standards need improvement.

* Ensure the Customer Care Specialist scorecards are current each week and that the one on ones have taken place.

* Make sure that those within your team have been well communicated with and have input.

* Make sure that we are giving our teams the support and tools to the best of our abilities.

* Oversee OT for your areas of responsibility and work to stay on budget.

* To be an example of leadership, commitment, and support for the team, by your attendance, timely execution of performance reviews, communication to your supervisors, suggestions for improvement and listening to others for ideas

RequirementsEducation and Certifications Required

* High School degree or GED

Experience Required

* Three years' experience in a Supervisory/Management capacity in a Contact Center environment

Experience Preferred

* Five years in a management position in a Contact Center Environment.

* Three years in the utility industry.

* Experience in developing, implementing and managing a budget.

* Proven track record of implementing strategies to improve overall performance.

* Experience with an IVR, Website design and integration, bill print design, customer information systems, multi-channel communication systems, work force management including scheduling and forecasting.

Skills and Abilities Required

* Ability to provide outstanding Customer Care.

* Ability to work with all people, build relationships and utilize staff to obtain the highest level of service.

* Ability to maintain a fair and consistent set of standards.

* Ability to adjust priorities and manage time wisely in a fast-paced environment.

* Ability to maintain records and documentation.

* Ability to communicate in a clear, concise, and understandable manner and listen attentively.

* Must have excellent writing and communications skills.

Physical Requirements

* Indoor, office environment.

* Operates office equipment such as a computer, telephone, fax machine, copier, etc.

* Ability to lift a minimum of 25 pounds.

* Ability to sit for long periods of time.

* Requires frequent sitting, standing, walking, bending, and reaching

* Ability to drive occasionally.

* Must be able to travel when needed.

* Must be able to work a full-time schedule to include weekends and holidays if needed.

Other Requirements

* Must have and maintain a valid Texas driver's license

Job Information

* Location: Corinth, Texas, United States

* Job ID: 42268249

* Posted: July 10, 2018

* Position Title:Contact Center Manager

* Company Name:CoServ

* Job Function:Clerical

* Job Type:Full-Time

* Job Duration:Indefinite

* Min Education:H.S. Diploma/Equivalent

* Min Experience:3-5 Years

* Required Travel:0-10%