Remote Contact Center Manager

Job Description:

Eversource Energy is seeking a dynamic and experienced Remote Contact Center Manager to join our team in San Francisco, California. As a part-time Mid-to-Senior Level position, the Remote Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, managing a team of remote customer service representatives, and ensuring that all customer inquiries are handled in a timely and professional manner.

Responsibilities:- Develop and implement strategies to improve customer service processes and procedures- Monitor and analyze call center metrics to ensure KPIs are met- Train, coach, and mentor remote customer service representatives- Handle escalated customer inquiries and complaints- Collaborate with other departments to resolve customer issues- Stay current on industry trends and best practices in customer service- Maintain a positive and motivating work environment for remote team members- Conduct regular performance evaluations and provide feedback for continuous improvement

Requirements:- 7+ years of experience in a contact center management role- Passionate and motivated individual with excellent communication skills- Strong leadership and decision-making skills- Ability to work effectively in a remote setting- Experience with call center software and CRM systems- Strong cooperation and emotional intelligence skills- Bachelor's degree in Business Administration or related field (preferred)

Benefits:- Paid sick leave- Employee discounts- Disability insurance

Working Environment:At Eversource Energy, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. Our team is dedicated to providing exceptional customer service and fostering a culture of collaboration and growth.

Deadline to Apply:May 24, 2024

Equal Opportunity Statement:Eversource Energy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.