Supervisor, Customer Service

Ameren Missouri Customer Service SupervisorAmeren Missouri has been providing electric and gas service for more than 100 years, and our electric rates are among the lowest in the nation. Ameren Missouri's mission is to power the quality of life for our 1.2 million electric and 132,000 natural gas customers in central and eastern Missouri. Our service area covers 64 counties and more than 500 communities including the greater St. Louis area.Our benefits include:Medical coverage on date of hire100% employer paid cash balance pension plan401(k) with company match fully vested on date of hireMinimum of 15 days paid vacation and 12 paid holidaysPaid parental leave and family caregiver leaveAbout The PositionThe Supervisor Customer Service reports to the Manager Customer Service. The individual is responsible for the assignment of work to, and direction of, a team of Customer Care Advisors, as well as day-to-day operations of a 24 hour contact center (with a peer group of other supervisors). The individual also resolves escalated customer issues and serves as a resource to employees within the organization.Key responsibilities include:Supervise a team of Customer Care Advisors by evaluating standard contact center performance measurements (phone time, hold time, handle time, AUX use, etc.), schedule adherence, quality monitoring, and adherence to departmental/company policy.Supervise a team of Customer Care Leaders who handle escalated customer calls.Develop team members through call monitoring, coaching, supporting employee performance improvement initiatives (performance labs, training).Resolve escalated customer issues and maintain availability to assist representatives and customers alike.Run the daily operations of the contact center through daily interaction with employees, assuming "duty" supervisor coverage for off-hours, etc.Coordinate contact center hiring and training. Oversee the education, training, mentoring, coaching, and employee development systems for the customer contact centers' employees in coordination with Ameren Missouri's training group. This includes basic training for new hires and continuous education for regular employees.Work closely with the outsource group of the contact center which includes assisting with new hire and refresher training, staffing, coaching, ensuring adherence to our department/company policies, attending calibration sessions to ensure consistency among advisors; assisting with problem solving of technical and operational issues.Execute Quality Assurance plan through routine scoring of calls (Only applies to supervisor responsible for Quality Assurance.)Collaborate with other supervisors on elements of call coachingLead and/or support events to improve agent performance issuesRepresent the Company at rate case hearings, company sponsored and community events and with local business leaders to provide information and maintain good public relations.Oversee the discipline process up to and including written reprimands. (Should work closely with immediate supervisor and Labor Relations to ensure consistency. Discipline greater than a written reprimand requires Manager or Director approval.)Oversee 1st step grievances on behalf of the departmentRecognize/identify opportunities for department and organizational process improvements and share with direct supervision for review and possible implementation.QualificationsBachelor's Degree from an accredited college or university required, specialization in a business related field preferred. Four or more years of customer contact center (e.g., utility, insurance, medical) experience required. One or more years of relevant training experience preferred. Consideration will be given to candidates with eight or more years of customer contact center experience in lieu of the degree requirement. Previous people or project leadership experience is strongly preferred.In addition to the above qualifications, the successful candidate will demonstrate:Proficiency with MS Office Suite of applications required.Proficiency with internal systems (CSS, CMS, Verint, OAS, etc.).Proven ability to be a team player and foster a team environment.Ability to communicate and collaborate in meetings and individual interactions.Demonstrated ability to create a cooperative, cohesive, and consistent work environment.Ability to think critically, adapt quickly and provide innovative solutions to challengesAdditional InformationThe Supervisor, Customer Service works a standard day shift in an office environment. Occasional local and overnight travel is required. Must be available after normal business hours to fulfill project requirements and during major outages on an as-needed basis.Compensation Range:$74,800.00 - $115,900.00At Ameren, base salary is one component of a competitive compensation package for employees. Our pay ranges are broad to allow for movement within our organization and to accommodate different skill sets and levels of expertise. We take into consideration a variety of factors including, but not limited to, skills, abilities, experience, education, credentials, and internal equity when determining the base salary offered. Roles are eligible for additional rewards including annual incentive payments based on individual and company performance.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.