Supervisor, Contact Center CT (Hybrid Schedule)

Customer Service Supervisor

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. This professional position is responsible for the complete development of Eversource Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Essential Functions :

• Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability.
• 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.
• Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
• 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.
• Monitors inbound call volumes, individual and center performance and quality metrics.
• Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results.
• Works collaboratively with the Workforce Management team to ensure appropriate staffing needs.
• Communicates Company strategy and goals to all employees.
• Ensures compliance with regulations and Company policies.
• Selects, trains, and develops new employees in the Contact Center.
• Participates on and leads various project teams.
• Participates in the on-call supervisor rotation and emergency / storm restoration events.
• Completes mid-year and year-end performance reviews.
• Interprets and ensures compliance with union contracts.
• Ability to work various schedules in a 24x7 contact center environment.
• Ability and desire to work extra hours as necessary.
• Works with complicated / complex billing and system reports.
• Responds to all email, correspondence, subpoenas and social media / executive inquiries.

Qualifications :

Join Our Team!

Eversource is recognized as one of the top utilities in the country specializing in energy efficiency solutions for our customers. Our team of energy experts work with residents, businesses, designers, and contractors across New England to advance clean energy solutions. We provide our customers with the expertise necessary to improve comfort, increase business performance, and lower energy costs. We are building the region's premier energy efficiency team and are seeking candidates from diverse backgrounds.

Why Eversource?

Serving more than 3.6 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire, and employing a workforce of more than 8,000 New Englanders, Eversource represents one unified company across three states.

Competencies :

Compensation and Benefits :

Eversource offers a competitive total rewards program. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is : $100,200.00-$111,330.00 Worker Type : Regular Number of Openings : 1 Emergency Response : Responding to emergency situations to meet customers' needs is part of every employee's role.

EEO Statement :

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.