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**Contact Center Team Lead**, **Customer Service Supervisor**

2 months ago

Pittsburgh, Pennsylvania, United States Duquesne Light Full time

About the Role:

The **Contact Center Supervisor** is a key member of the Duquesne Light team, responsible for overseeing the daily operations of the call center. This includes managing a team of customer service representatives, ensuring they meet high standards of customer satisfaction, and identifying opportunities for process improvements.

Key Responsibilities:

  • Team Management: Supervise and motivate a team of customer service representatives to achieve exceptional customer satisfaction and quality service.
  • Quality Assurance: Conduct regular call monitoring and quality assurance activities to evaluate the quality of customer interactions and identify areas for improvement.
  • Customer Engagement: Engage with customers to resolve issues, provide solutions, and enhance their overall experience.
  • Performance Management: Analyze performance metrics, identify trends, and develop strategies to improve team performance.
  • Training and Development: Collaborate with the Talent Development team to design and deliver training programs to enhance the skills and knowledge of customer service representatives.
  • Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency, productivity, and customer satisfaction.
  • Regulatory Compliance: Ensure compliance with regulatory requirements and company policies related to customer interactions and data protection.

Requirements:

  • Education: Bachelor's degree in Business Administration, Communications, or a related field.
  • Experience: Five years of experience in a call center or customer service environment, with a proven track record of success in team management and process improvement.
  • Skills: Excellent communication and interpersonal skills, ability to analyze data and make informed decisions, and proficiency in Microsoft Office Suite and call center software.

What We Offer:

As a Contact Center Supervisor at Duquesne Light, you will have the opportunity to work in a dynamic and fast-paced environment, where you will be challenged to think critically and develop innovative solutions to improve customer satisfaction and team performance. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.