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

Westwood, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

Utilities, EnergyIndustries

Requirements

Able to work hybrid schedule: at least three days in the office (including Tuesdays and Wednesdays), with flexibility for a third day based on needs; up to five days in office if required (e.g., emergencies, training)
No need for immigration sponsorship; must have work authorization without company involvement
Experience or capability to lead Customer Service Representatives in a 24/7 contact center environment

Responsibilities

Lead a team of approximately 15 Residential or Business Customer Service Representatives to deliver high-quality service, ensuring customer delight, teamwork, and accountability
Be a visible presence on the contact center floor at least 50% of the work week, engaging, evaluating, providing feedback, and assisting CSRs
Provide weekly feedback to direct reports through quality and performance coaching sessions and side-by-side observations
Handle escalated customer calls, resolving complex situations to satisfaction while adhering to company and regulatory policies
Collaborate with Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, evaluate feedback, and improve Customer Satisfaction and First Contact Resolution
Monitor inbound call volumes, individual/center performance, quality metrics, and customer feedback to meet or exceed KPI goals
Interpret and analyze Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify trends, areas of opportunity, and recommend policy/procedural changes for continuous improvement
Collaborate with Workforce Management team to ensure appropriate staffing, coverage, manage average handle time, after-call work, and schedule adherence
Communicate company strategy and goals positively and timely to employees; relay employee concerns, questions, and ideas to management
Ensure compliance with regulations and company policies; identify ways to improve business practices and policies to enhance customer satisfaction