National Contact Center Supervisor

Conservation Services Group (CSG) has helped Americans make smart energy-use decisions for their homes and businesses since 1984. CSG is a dynamic, growing, national nonprofit company delivering clean energy programs proven to lower energy use and costs, to increase comfort, and to improve air quality. We excel at designing, developing, and delivering energy efficiency programs and we successfully facilitate the development and use of renewable energy. People who work at CSG say that it's a unique kind of organization-one that nurtures individual talents and inspires dedication. Is CSG the place for you?


Current Job Opportunity Summary:
CSG seeks an experienced, take charge individual who is self-motivated with excellent customer service, communication and organizational skills to be our National Contact Center Supervisor located in Fall River, Massachusetts. The Supervisor will support the National Contact Center Manager in the oversight of CSG's Customer Contact Centers located throughout the country and will help to facilitate the flow of information between CSG contact center, marketing and operations staff, as well as customers, utilities, and clients. The work environment is fast paced and challenging.

• Assist the National Contact Center Manager in creating dynamic customer service-oriented contact centers
• Motivate and challenge Contact Center Supervisors at all locations to move to higher levels of achievement for themselves and staff
• Assist in developing and maintaining an employee recognition plan
• Provide coaching, leadership, & direction to Call Center Teams
• Support Center Supervisors as needed with day to day performance of staff & program delivery to ensure programs achieve acceptable customer support levels.
• With input and assistance from Supervisor's, monitor and benchmark program and staff performance; provide feedback, suggestions, and recommendations as needed for improvement & invoke the assistance of CSG's Training Coordinator as appropriate
• Approve Supervisor's timesheets, requests for leave, etc
• Ensure coverage and support of each location is adequate to support program and call volume activity
• Assist in the coordination of the New England Contact Center's monthly billing & invoicing
• Assist in monthly reporting requirements
• Assist Contact Center Manager in the New England Contact Center budget process
• Operate an Inter-Tel 5200 Telephone System, Call Accounting Suite Reporting Package and the Oaisys Call Tracer Recording System in order to support Contact Center Supervisors with monthly billing and reporting requirements
• Research and investigate processes, procedures and tools needed to assist CSG's Contact Centers in every aspect of delivery and functionality

• Operate KeySurvey software program
• Be familiar with the delivery requirements associated with a variety of programs supported at multiple locations
• Act as a liaison between the Contact Centers and clients in Manager's &/or remote supervisor's absence.
• Handle many miscellaneous projects as directed and needed
• Operate and train staff on CSG software, and work with the IT department to make improvements to the various applications as needed for new or changing program support requirements
• Assist in the start up processes and procedures associated with the establishment of new contact center locations as well as contributes to response process associated with new contract bids
• Assistant will be required to travel to various locations in support of Centers and programs delivered
• Other responsibilities as required

 

• 2-3 years experience managing in a call center/contact center environment required, preferably in a
• Multi-site configuration
• 5+ years in customer service with extensive telephone experience
• Proven ability to initiate and manage projects from start to finish including project billing and invoicing
• Experience operating an Inter-Tel 5200 Telephone System, Call Accounting Suite Reporting Package and the Oaisys Call Tracer Recording System or similar system
• Excellent verbal and written communication skills are essential
• Possess strong organizational skills with meticulous attention to detail
• Experience with coaching, leadership and direction to Call Center Teams
• Ability to work well in a fast-paced team environment
• Exceptional leadership, multitasking, interpersonal and customer service skills
• Ability to work flexible hours including weekends if needed
• Bilingual English/Spanish a plus
• BA/BS preferred
• Travel required


Salary: Commensurate with experience


Benefits: generous leave time, 80% paid medical, 50% paid dental, paid life AD&D, STD and LTD insurance, paid leave time, paid holidays, and employer match retirement plan.


Please apply at: http://jobs-csg.icims.com

 

CSG is an Equal Opportunity Employer.



For More information visit www.csgrp.com

 

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=551914-3-503