Call Center Team Leader Job in Portsmouth 03801, New Hampshire Us

Responsibilities
Purpose:
Accountable for Contact Center Operation. Includes annual budgetary
responsibility; handling of annual call volume; and oversight of contact center
employees.

Key Results:
* Manage the Contact Center within the defined Performance Management process
and at
acceptable quantitative and qualitative performance.
* Effectively manage capital and OM budgets.
* Maintain and/or improve employee relations.
* Participate in appropriate Regulatory interface as subject matter expert.

Essential Responsibilities:
* Manage call-handling operation; guide, coordinate, and own customer or
contractor contact.
* Manage the performance of the Centers within defined service level objectives
(Net Promoter,
ASA, Abandon, etc.)
* Interface with call forecasting group and ensure adequate staffing, adjust
call balancing
thresholds, etc.
* Prepare and manage OM and Capital budget.
* Train and develop direct reports.
* Promote a team atmosphere and focus on solving the customer's problem.
* Work with case managers to ensure public utility commission complaints are
resolved.
* Effectively communicate with and leverage RS Departments, Work Management,
Field
Supervisors, Other Contact Center Managers, and other groups as necessary
to ensure the
attainment of common business objectives.
* Promote and ensure safe work practices for employees, contractors, and
customers.
Strengthen employee engagement.
* Identify and stimulate ideas for change and continuous improvement.
* Identify training needs and ensure direct reports are fully trained
* Manage sales activities including
* Processing of mail and internet enrollments
* Coordinate with outsourced call center to manage overflow and after hours
(Portsmouth)
* Work with other groups to manage voice menus and call routing
* Assist in setting enrollment targets and close rates for sales campaigns
Qualifications
* Advance knowledge of Contact Center operations and technology, including but
not limited to
the understanding of call drivers, interdependencies of performance metrics,
progressive
targets, statistical analysis as a tool to manage, and center-specific
computer
systems/applications.
* Working knowledge of Field Operations, Billing and Revenue Recovery
functions.
* Experience with developing, managing and adjusting budgets.
* Knowledge of local/regional regulatory rules and regulations.

Required for Selection:

* Minimum of three years managing a contact center.
* Minimum of three years Customer Service and Sales experience.
* Demonstrated ability to operate with pre-established budget
* Proven ability to build strategic business relationships

Preferred for Selection:

* Experience in process consultation
* Experience in process design and improvement
* Experience managing a fast paced sales center
* Utility Operations experience.
* Knowledge of warranty, leasing services, commodity products

General/Transferable Competencies:

* Strong teaming and motivation skills.
* Excellent verbal, written, and interpersonal skills.
* Strong ability to coach and develop.
* Able to identify and deal with conflict.
* Ability to solve problems and negotiate solutions.
* Self-motivated, relationship builder; able to manage through a business
transformation.
* Ability to manage multiple priorities and deadlines in a fast-paced
environment.
* Proven judgment and decision making abilities.
* Results driven.
* Strong work ethic.
* Excellent communication and interpersonal relationship skills.
* Team builder and organization developer.
* Ability to manage multiple tasks within deadlines.
* Knowledge of state regulatory rules.
* Knowledge of employee and/or labor relations.
* Strong analytical skills
Education Level
BS/BA in business, communications or related field
How To Apply
For immediate consideration, please apply online at www.nisource.jobs on or
before December 9th!
Benefits
We offer an outstanding total package that includes paid holidays,
vacation, medical/rx drugs, dental, vision, life insurance and 401(k).