Manager - Customer Care Center

Reporting to VP, Customer Service

Location: Orange, CT

Work Type: Office

The base salary for this position is dependent upon experience and location, ranging from $125,000 to $157,000 plus bonus

Position Summary

Responsible for providing strategic leadership and oversight of the Customer Care contact center to ensure customers are provided with consistent, high-quality service. Directs and manages the day-to-day operations of the contact centers including responsibility for budgeting, employee performance, and key metrics.

• Provide leadership and guidance in the management of the center; responsibilities include coordination of work efforts, and accountability for performance targets for supervision and the teams. The number of direct reports totals approximately 11.
• Collaborate with Customer Service management to ensure proper analysis of staffing, forecasting, and schedules to meet all key performance targets.
• Assist with establishing the strategic direction for all AVANGRID Networks contact centers, as well as provide input to all other areas of the Company as required.
• Responsible for ensuring customers are experiencing a high level of customer service by measuring the customer experience through a variety of analytical methods and data.
• Develop action plans designed to improve customer and employee satisfaction.
  
  

Responsibilities

• Manage all aspects of the contact center in a 24x7 operation by working with first line supervision, Customer Service managers, union, and other key stakeholders.
• Serve as technical expert and witness in state regulatory proceedings.
• Responsible for the development of annual key performance metrics, objectives, and measurements that are consistent with corporate and regulatory goals and objectives, and focused on customer and employee satisfaction.
• Plan with managers in all business areas in order to ensure that all aspects of managing contact center operations are handled effectively, including workforce management, quality, technology and outsourcing.
• Maintain good working knowledge of call center technology in order to assist with decision making and the effective use of all tools and resources.
• Lead relationship with unions on all issues related to the contact center.
• Assist with the resolution of difficult escalated customer complaints as needed, identifying root causes and follow-up action items.
• Provide supervision, coaching, counseling and performance feedback to team members. Assist with routine personnel issues.
• Maintain a thorough working knowledge of all local, state, and federal policies, procedures and regulations and how they relate to customer service activities. Act as a liaison with various regulatory and community agencies.
• Implement a culture of continuous process improvement to continually adapt to internal and external customers’ needs; maximizing consistency, efficiency, cost effectiveness, and quality of service.
• Support and initiate training efforts to help strengthen employees’ skills and knowledge and contribute to achieving key performance metrics.
• Manage customer service operations for storm events, including, but not limited to, managing multiple resources, ensuring readiness of technology and business continuity sites, implementation of proper schedules, ensuring effective internal and external communications, and achievement of key performance metrics.
• Establish and manages customer service budget.
• Ensure workforce meets all local, state, and federal regulatory requirements.
• Assist with the review and approval of communication material sent to customers, including monthly bill inserts as required.
  
  

Requirements

• Bachelor’s degree (or significant experience in the customer service field for over 10 years) required.
• Previous supervisory experience.
• Previous experience managing in a union environment preferred.
• Strong analytical, interpersonal, verbal and written communication skills.
• Able to handle multiple priorities in a fast-paced environment.
• Excellent managerial and leadership skills.
• Demonstrated team building skills.
• Demonstrated initiative and a track record of driving continuous improvement in a customer service environment.
• Demonstrated ability to coordinate initiatives with multiple stakeholders.
• Ability to work flexible hours when necessitated by storm events or other emergencies.
  
  

Skills/Abilities

• Comprehensive knowledge of company policies and procedures.
• Working knowledge of SAP customer information system.
• Knowledge of call center technologies including ACD, workforce management tools, IVR, and quality recording solutions.
• The position requires developed leadership skills, analytical thought processes, and the ability to work well with other leadership within various business areas.
• Proven ability to manage multiple strategic deliverables on-time.
• Demonstrated ability to manage budgets and staffing needs in order to meet performance goals and objectives.
  
  

Company

THE UNITED ILLUMINATING COMPANY

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.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

THE UNITED ILLUMINATING COMPANY