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Contact Center Supervisor (Bilingual)Job ID 2013-1061Job Locations US-IL-SycamorePosted Date 5/28/2013Company Nicor GasOptions: * Apply for this job online * Email this job to a friendMore information about this job:Overview:The purpose of this position is to supervise daily operations of multi-functional customer contact teams in support of AGL Resources regulated utilities. The incumbent is responsible for customer contacts and responds to service requests; questions, complaints, and billing and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound marketer and customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 2 million customers. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators and internal and regulatory service levels. Their responsibilities also include direct supervision and development of hourly employees; and overall responsibility for 20-30 employees. Incumbents are responsible for budget compliance and workforce administration within budget.Responsibilities:Functional Expertise:* Supervise employee activity (work management, delegation) to ensure attainment of work goals * Monitor and measure operational performance against established goals and metrics (service level, productivity, quality) * Respond to customer inquiries in accordance with established service level agreements within assigned operational companies * Respond to customer emails, letters and make outbound calls * Identify, respond to, and resolve service disruptions (vendor, systems, process) * Provide resolution to customer issues through direct contact or guidance to subordinates * Communicate and administer policy and procedure and ensures compliance within work team * Collaborate with training department to document work flow and processes * Maintain regulatory compliance (intra-company and extra-company accountability) * Adhere to established policy, procedure and quality standards within service standards or metrics for work performed * Track related work activity for business process reporting & workload managementBusiness Acumen:* Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives) * Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations) * Influence business decisions through root cause analysis, process validation, best practice research, and timely communication * Implement best practices to improve the customer experience * Analyze and interpret business data and informationEngagement:* Accountable for staff selection, development and retention for employee groups * Leads monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions * Leads monthly communication forums within employee group to ensure information exchange and participation in decision making processes * Leads morale building activities * Manage peer relationshipsDriving Results:* Accountable for employee performance management * Accountable for employee development and coaching * Monitor and evaluate verbal, written, and system skills of employees * Develop action plans for the business and operation needs of the organization * Develop training baseline for employee group * Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed * Must meet KPI and service level targets on a consistent basisQualifications:Education, Certifications/Licenses:Required:* High School Diploma or GEDPreferred:* BA/BS degreeRelated Work Experience:Required:* 3-5 years customer care leadership experience * Bilingual (Spanish)Preferred:* 2-3 years utility experienceOr* Equivalent academic education and work experienceSpecific Skills & Knowledge:Required:* MS PowerPoint - basic proficiency * MS Excel - intermediate proficiency * MS Word- intermediate proficiency * Excellent verbal and written communication * Planning and organization * Interpersonal * Analytical * Time and task managementWorking Conditions/Physical Requirements:* Some business travel (520% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. * Call Center Environment Sycamore Location * Ability to work rotating hours which will include some evenings and Duty. Start times will vary between 7:00 a.m. 10:00 a.m. Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities. AGL Resources is an Equal Employment Opportunity and Affirmative Action employer. We maintain a drug-free workplace.
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