Customer Service Manager for Utility Billing Operations

6 days ago


Chicago, Illinois, United States NTT America Full time
Overview

We are seeking a skilled customer service manager to lead our utility billing operations team in Chicago, Illinois. The ideal candidate will have 6 years of call center management experience, including 4 years in quality assurance and training management.

Duties

* Manage a team of application processors and customer service representatives, providing training and support to enhance their skills and performance.
* Oversee the end-to-end written correspondence process, ensuring timely and accurate responses.
* Monitor SLA performance and drive compliance, working closely with the client and other teams to streamline processes and resolve issues.
* Implement quality control measures to maintain high standards of accuracy and compliance in all processed applications and customer correspondences.

Requirements

* 6 years' Call Center managerial experience
* 4 years' experience in Call Quality Assurance
* 4 years' experience in Training Management
* Must reside in the Chicago area.

Compensation

The estimated salary range for this position is $90,000-$120,000 per year, based on industry standards and the location. This figure may vary depending on qualifications and experience.

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