Team Leader, Customer Care Center

Responsibilities

• Lead a team of Customer Care professionals to execute the vision and strategy for the organization.
• Deliver outstanding customer service and achieve operating objectives and financial goals according to company standards, policies, and procedures.
• Manage, develop, and lead a team with direct report responsibility including Customer Service Representatives, Sr. CSRs, and associates supporting back-office duties.
• Achieve internal and external survey goals for employees and customers.
• Provide clear expectations to the team, give timely feedback, and evaluate performance.
• Implement best practices while driving functional consistency, process standardization, and operational excellence.
• Achieve customer satisfaction goals by planning, teaching, motivating, mentoring, and providing feedback to employees.
• Maintain team performance through coaching and accountability by planning, monitoring, and observing individual and team performance.
• Coach customer service teams in resolution techniques, including identifying problems, leveraging self-service support, and using senior representatives and Team Leaders appropriately to service customers.
• Manage daily operational processes according to Ni Source guidelines.
• Select, coach, and develop the team to ensure they are equipped with the tools, information, knowledge, and skills needed.
• Maintain comprehensive and accurate employee performance documentation.
• Identify employees with advancement potential and provide ongoing development to build skills and capabilities, supporting Ni Source’s leadership pipeline.
• Ensure scheduling and allocation of customer care resources to provide optimum customer service.
• Ensure all employees comply with company policies, procedures, and required training.
• Effectively communicate and collaborate with critical business partners, both internal and external.
• Attend all required Ni Source training programs on time and assist with and lead training as needed.
• Ensure all employees complete required training on time.
• Proactively handle escalated customer issues outside of CSR and Sr. CSR scope/authority.
• Promote and assure safe working environments.
• Maintain flexibility in work schedule including nights, weekends, holidays, stand-by, and emergency support as assigned.

Requirements

• High School Diploma or equivalent
• 2-3 years of customer service experience
• 2-3 years supervisory experience
• Strong conflict resolution and negotiation abilities
• Positive relations abilities
• PC software proficiency (i. e. Excel, Word, Power Point)
• Knowledge of call center operations processes and key performance measurements
• Ability to lead and motivate a dispersed workforce, including onsite and remote employees
• Knowledge of State and Federal Gas/Electric Regulations
• Strong verbal and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
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