Supervisor, Contact Center CT (Hybrid Schedule) at Eversource Energy

This role offers a hybrid schedule requiring employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. Employees must be able to work up to five days in the office if needed for emergencies, training, or other business needs.

The supervisor leads a team of approximately 15 Residential or Business Customer Service Representatives, ensuring high quality service, providing weekly feedback through coaching, and maintaining a visible presence on the contact center floor at least 50% of the work week.

The role involves leading Customer Service Representatives to deliver top-tier customer service in a 24/7 contact center, handling escalated calls, providing coaching and performance feedback, ensuring compliance with policies, and analyzing trends to improve customer satisfaction.

The position fosters an engaging environment that emphasizes teamwork, accountability, going above and beyond for customers, and creating delighted customer interactions in a 24/7 contact center setting.

Applicants requiring immigration sponsorship should not apply, as none is offered. Be prepared for a hybrid schedule with at least three office days per week and the ability to work up to five days if needed, in a 24/7 contact center environment.