CUSTOMER SERVICE SUPERVISOR I - CenterPoint Energy - Houston, TX
CNP00636
Description
Summary:
Directly supervises a team of call center agents, leads and professionals.
Essential Duties/Responsibilities:
Observes, coaches and manages call center employee performance by clearly establishing and communicating sales and service quality expectations, standards of performance, and providing on-going feedback and interaction focused on individual development strategies.
Provides clear direction for individuals and teams by defining priorities, customer experience expectations, setting sales and performance goals, establishing controls and planning resources to achieve efficient, cost-effective operations with a focus on customer satisfaction, continuous improvement, quality and business growth.
Initiates strategies and develops and monitors tactical plans to improve organization/operational effectiveness, build and maintain a sales culture, provide solution based selling skills and ensure customer satisfaction.
Analyzes call quality and other channel statistics/metrics, customer satisfaction results, and work flow to develop action plans aimed at improving individual, team and overall call center performance.
Continually collaborates with others to identify and recommend strategies to improve upon performance results, customersatisfaction, customer valued solutions, and create/maintain a strong customer value platform through various channels, in a cost effective manner.
Partners with Recruiting to hire competent staff to ensure complementary team building.
Resolves problems with customers when supervisory representative is required or requested.
Partners with Workforce Management to assess staffing needs and assign overtime and shift variances as needed.
Working knowledge of CIS transactions and knowledge of Business Units that interact with Customer Service organization.
Assist in implementing workload plans, staffing plans and work shift schedules, which optimize the utilization of resources to meet performance goals and objectives.
Works as part of a cohesive team with managers and support departments to develop comprehensive plans, programs and business processes that provide support to the call center professionals and enhance operational efficiency.
Qualifications
Education:
Requires a bachelor's degree from an accredited college or university.
In lieu of a degree, will consider a combination of education and related call center experience totaling four (4) years, where each year of applicable college = 1 year and each year of applicable work experience = 0.5 year. Experience in lieu of education is in addition to the Experience requirements.
Experience:
Requires a minimum of three (3) years extended supervisory or leadership experience. Requires a minimum of five (5) years experience in a high volume customer contact position, handling customer inquiry, credit, service applications and extensions or programs.
Additional Knowledge, Skills, Licenses/Certifications, Abilities,& Personal Characteristics (KSLAPs):
Able to manage a group of employees in a dynamic environment to achieve expected customer service performance results.
Must have the appropriate valid State of Texas Drivers license and possess a safe driving record, as determined by the company.
Able to effectively coach, mentor and manage employees on an individual basis to facilitate their success and ability to fully utilize their potential.
Able to analyze operations and/or outcomes and implement procedures for improved organizational performance.
Able to demonstrate strong personal effectiveness skills including integrity and trust, problem solving, decision-making, organizational effectiveness and results orientation.
Able to demonstrate willingness to learn continuously and understand business philosophy.
Able to motivate self and others to accomplish tasks and achieve goals.
Able to use communication skills (including active listening) and interpersonal skills to communicate clearly, effectively and persuasively.
Able to collaborate with others to accomplish assignments and achieve objectives.
Able to work and participate successfully in a team based environment to accomplish assignments.
Able to adapt quickly and respond well to changing priorities.
Able to function innovatively, including being receptive to new ideas, approaches and processes.
Able to manage multiple projects, priorities and deadlines.
Able to identify creative and innovative solutions to resolve problems and make sound decisions.
Able to use a laptop or personal computer and software, including e-mail, spreadsheets and word processing. Able to demonstrate commitment to compliance with applicable laws and regulations, the Companys Ethics and Compliance Code of
Conduct, and other Company Policies and procedures and do so consistently, take all required training courses and do so timely.
Able to demonstrate respect for all individuals, adhere to the Companys values and business practices and do both consistently.
Physical Requirements:
Able to communicate orally in a clear manner.
Able to operate a personal computer, either desktop or laptop and to operate office equipment, including telephone, photocopier, fax machine, scanner, etc.
Able to view a personal computer monitor or laptop screen for extended periods of time.
Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move.
Working Conditions:
Able to work indoors, in an office environment, regardless of whether cubicle, open office or private office.
Able to work in a fast paced environment with high daily pressure to meet deadlines.
Able to work a varied schedule, including occasional overtime to complete projects and meet deadlines in response to changing demands.
Able to travel occasionally and stay overnight as required.
Must have the appropriate valid State of Texas drivers license and possess a safe driving record, as determined by the company.
Must demonstrate commitment to compliance with applicable laws and regulations, the Company's Ethics and Compliance Code, and other Company policies and procedures, and take all required training courses.
Must demonstrate respect for all individuals and adhere to the Company's values and business practices.
CenterPoint Energy provides an essential public service which vitally affects the health, safety, comfort and general well-being of the people living in the area served by the Company. If any business unit activates an emergency operation plan, because of a threat to the continuation of service to our customers, employees may be called to fulfill an assignment. All employees,
whether in their normal job or an emergency operation plan assignment, are essential to successful service restoration. CenterPoint Energy values the role each employee plays in serving the needs of our community.
All applicants must take a pre-employment drug test and obtain a negative result as a condition of employment.
In addition to a pre-employment test, employees performing job functions regulated by the Department of Transportation (i.e. safety-sensitive functions) are subject to random drug and/or alcohol testing. Other testing (post-accident, reasonable cause, return-to-duty, follow-up, or return-to-work) may be required in accordance with work-related conditions.
Job
Customer Service
Primary Location
United States-Texas-Houston-CenterPoint Energy Tower
Organization
CEHE CUSTOMER SERVICE CALL CENTER (50111079)
Schedule
Full-time
Work Schedule
Normal Bus Hours with Occ OT
CUSTOMER SERVICE SUPERVISOR I - CenterPoint Energy - Houston, TXJobs In Texas - Apply Now!
