Cx Contact Center Manager

4 weeks ago

Houston, United States Shell Energy Solutions Full time

At Shell Energy Solutions, we believe there’s a better way to power your business and home.

Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the very best experience to our customers across all our channels.

Shell Energy Solutions mission is delivering cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.

Going above and beyond for our customers is what we’re all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?

**WHERE YOU FIT IN**

We are looking for a highly motivated individual with a genuine interest in energy, technology, and a passion to deliver products for a growing company. The Contact Center Manager is responsible for overseeing the strategy, execution, and management of all aspects related to customer satisfaction for residential and commercial services. Their primary goal is to ensure that customers derive maximum value from the products or services offered by the company, leading to customer retention, loyalty, and advocacy. The Contact Center Manager will work hand in hand with their team to establish a CX program for our commercial and industrial customers throughout different markets, focused on improving customer satisfaction.

Reporting into the Director, Customer Engagement the role requires self-motivated, dedicated, and responsible individual with the ability to perform well under pressure.

**JOB DUTIES & RESPONSIBILITIES**

Leadership
- Incorporate enterprise or departmental objectives into team objectives to ensure alignment and engagement in critical priorities. Ensure supervisors and team leaders effectively engage their teams through effective performance management techniques to achieve those objectives.
- Provide coaching, support, and guidance around organizational effectiveness and performance recovery to supervisors and analysts, including providing observations and mentoring of individuals responsible for performance improvement activities to improve the culture as needed.

Residential Market Management
- Leads /participates in all customer escalations, close the loop process, and ensures that all SalesForce cases are resolved in a timely manner. Focused on continuous improvement, innovations, efficiencies, structures, and optimizing existing ones to exceed expectations.
- Determine appropriate cadence and forums for sharing Voice of the Customer results with the leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements.

Commercial Market Management
- Create and launch a strong CX program focused on providing (1) post-sale issue resolution, (2) deal support and (3) account management services that improve renewal rates and customer satisfaction.
- Continually observe and make improvement recommendations on the appropriate risk approach as the business grows in existing and new markets.
- Other duties as assigned.

**ESSENTIAL SKILLS & EXPERIENCE**

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
- Has advanced expertise, typically developed through a combination of job-related training and considerable work experience.
- Works with limited supervision and can assess and resolve complex issues.
- Strong leader with exceptional coaching and development skills.
- Strong interpersonal, analytical and time management skills.
- Ability to multi-task, problem-solve and articulate thoughts and concepts well.
- Intermediate experience in MS Office Suites and MS Excel.
- Inbound/Outbound sales and service experience.
- Experience with technical system implementations and integrations.
- Experience in energy-specific industry preferred.
- Experience in both residential and B2B customer lifecycles preferred.
- High School Diploma or Equivalent Degree Required
- Strong analytical and problem-solving skills; must be able to provide timely and accurate data analysis.
- Strong business writing skills and experience developing communication in various formats Strong interpersonal skills.
- Learner mindset and eye for continuous improvement needs.
- Excellent organization and time management skills, with the ability to maintain a strict level of attention to detail
- Ability to work well within a team environment and demonstrate a vested interest in team goals and

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