CONTACT CENTER MANAGER - NBU

Job Description

SALARY RANGE: $92,456 - $123,178

This position works from the Sedalia branch of CORE Electric Cooperative. This position does not work remotely.

CORE employees are required to work in a safe manner in accordance with regulatory standards and requirements.

We are seeking a motivated and experienced Contact Center Manager to lead our team of supervisors and ensure the smooth operation of our contact center. The Contact Center Manager will report to the Director of Member Services and be responsible for overseeing the performance of member services supervisors and the member services training supervisor, providing guidance and support to ensure the success of our contact center team, and driving continuous improvement initiatives. The ideal candidate will have a strong background in contact center management, excellent leadership skills, and a passion for delivering exceptional customer service.

MINIMUM QUALIFICATIONS OF POSITION: Bachelor's degree in business administration, management, or a related field (preferred).

Proven experience in contact center management, with a minimum of 5 years in a leadership role.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Lead and manage a team of member services supervisors and the member services training supervisor, including recruitment, training, coaching, and performance management. Develop and implement processes to optimize supervisor and contact center representative performance, improve team efficiency, and meet contact center targets. Develop and implement processes to optimize training for member service representatives for routine, new employee, and new platforms, processes and programs. Develop and implement processes to optimize software testing for applicable contact center software. Monitor and analyze key performance metrics, such as service levels, contact channel volumes, average handle times, first contact resolution, ease of contact, and customer satisfaction scores, to identify trends and areas for improvement. Implement quality assurance processes to ensure high standards of contact center performance, contact quality, and adherence to company policies and procedures, including compliance with regulations and bylaws. Foster a positive and supportive work environment that promotes employee engagement, motivation, and professional development. Collaborate with other departments to address operational issues, resolve escalations, and improve overall contact center performance and customer satisfaction. Utilize contact center technology effectively to enhance supervisor effectiveness, streamline processes, and improve the customer experience. Prepare and present reports on supervisor performance and contact center operations, including key metrics, trends, and improvement initiatives, to senior management.

SUPERVISORY RESPONSIBILITIES: Plan, organize, train, coach, direct, and evaluate the performance of assigned staff; establish performance requirements and personal development targets; monitor performance and provide coaching for performance improvement and development.

KNOWLEDGE AND SKILLS: Strong leadership and communication skills, with the ability to motivate and inspire team members. Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making. Knowledge of contact center technology, including contact center management software, ticketing systems, and knowledge bases. Ability to work effectively in a fast-paced environment and adapt to changing priorities and business needs.

Commitment to delivering exceptional customer service and building positive relationships with team members. Experience in developing and implementing process improvements and quality assurance initiatives. Knowledge of relevant regulations and compliance requirements, such as Colorado Statutes for Electric Utilities (preferred). Experience in utilities or energy (preferred).

BENEFITS:

CORE offers an exceptional benefits package including:

9/80 work schedule (3-day weekend every other week)

160 Hours of accruable PTO per year (minimum)

Eight paid holidays per year

Paid parental leave

Education and training reimbursement

Volunteer paid time off

100% Cooperative paid benefits including:

Defined benefit pension plan

Medical insurance

Dental insurance

Vision insurance

Basic life Insurance

Short term disability

Long term disability

Employee assistance program

Onsite EV charging stations

401(k) retirement plan with Company match up to 4%. Immediately 100% vested

Wellness reimbursement up to $300 per year

Length of service program

Onsite micro market

Onsite gym