Eversource Energy

Supervisor, Contact Center CT

Eversource Energy

full-time

Posted on:

Location Type: Hybrid

Location: Windsor • Connecticut • 🇺🇸 United States

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Salary

💰 $100,200 - $111,330 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicecall center managementperformance metricsroot cause analysiscustomer satisfactionfirst contact resolutionanalytical skillssupervisory experiencetelephony equipmentcall center technology
Soft skills
leadershipinterpersonal skillsnegotiating skillsverbal communicationwritten communicationteam developmentproblem-solvingcollaborationengagementcustomer focus