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Call Center Supervisor
2 months ago
Job Title: Call Center Supervisor
Location: Providence, RI
Job Type: 1-Year Contract
Overview:
We are seeking a dynamic and experienced Call Center Supervisor to oversee and enhance customer service operations for a leading utility provider's Rhode Island Energy customers. Reporting to the Lead Supervisor, this role focuses on fostering a customer-centric culture, meeting regulatory standards, and improving overall call center performance. The Call Center Supervisor will lead a team, ensure compliance with policies and procedures, and drive efficiency within the call center.
Key Responsibilities:
- Oversee the management of transition service agreements for the Rhode Island Call Center, ensuring performance, customer satisfaction, and regulatory standards are met.
- Assist in building and optimizing the Call Center operations in Rhode Island, including hiring and onboarding new customer service representatives.
- Supervise a culturally diverse team, providing coaching and counseling to ensure high-performance standards are met.
- Monitor and evaluate staff performance, including attendance, discipline, and productivity, providing timely feedback for improvement.
- Identify opportunities for performance enhancement and execute strategies to optimize call center operations.
- Foster a positive and engaging work environment, promoting employee participation and sustained engagement.
- Ensure compliance with all Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and regulatory standards.
- Uphold and promote procedural best practices in alignment with company policies and regulatory requirements.
- Make commercial decisions that impact productivity and cost efficiency, such as managing overtime and handling time-off requests.
- Ensure team adherence to safe work practices.
- Commit to emergency and storm response roles, including assisting during power outages or other emergencies affecting customer service.
Qualifications:
- Bachelor's degree or at least 5 years of supervisory experience in a customer-centric, transactional environment.
- Proven experience leading a team of represented employees in a support service role, driving performance in line with company objectives.
- Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
- Knowledge of Emergency Response Procedures and Business Continuity Plans relevant to the business area.
- Strong track record of delivering results, driving accountability, and maintaining high standards of integrity.
Preferred Qualifications:
- Bilingual in English and Spanish.
- Familiarity with Rhode Island Energy’s policies, processes, and regulatory requirements.
- Knowledge of customer systems and utilities industry regulations.
About the Client:
Our client is a leading energy provider, dedicated to delivering exceptional service while maintaining regulatory compliance and operational efficiency. The organization fosters a culture of engagement, performance, and accountability, with a commitment to meeting the evolving needs of its customers and communities.
