Contact Center Supervisor

3 weeks ago


Appleton, Wisconsin, United States Duquesne Light Full time
Job Title: Contact Center Supervisor

Duquesne Light Company, a leading provider of electric energy, is seeking a highly skilled Contact Center Supervisor to join our team. As a key member of our operations team, you will be responsible for managing and overseeing a team of call center representatives, ensuring they meet our high standards of customer service.

Key Responsibilities:
  • Supervise the daily work of call center agents, ensuring quality assurance, productivity, and other relevant business drivers.
  • Perform call monitoring to evaluate the quality of customer transactions and identify areas for improvement.
  • Develop and implement process improvements to enhance customer experience and increase efficiency.
  • Collaborate with the Talent Development team to identify training needs and ensure training is conducted effectively.
  • Participate in department improvement initiatives to identify, evaluate, and implement new products and services.
Requirements:
  • Bachelor's degree in business administration, communications, or a related field.
  • Five years of relevant experience in a call center environment, with a proven track record of success in managing and motivating teams.
  • Experience with CIS system and software skills required.
  • Strong ability to motivate call center agents and maintain a positive working environment.
  • Excellent communication and interpersonal skills.
What We Offer:
  • A dynamic and inclusive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

Duquesne Light Company is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application today.



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