Black Hills Corporation Rapid City , SD 57702
SALARY RANGE: $60,400 - $78,490
Base salary is determined by the knowledge, skills and abilities of the applicant.
CLOSING DATE: This position will close on September 26, 2018.
LOCATION: Rapid City, SD
Provide leadership and direction for a team of Customer Resolution Specialists (CRS's) in a contact center environment. Provide support and feedback for the team of CRS's responding to customer contacts via a variety of communication methods. Coordinate customer requirements with Field Operations and Back Office staff for issue resolution. Facilitate achievement of goals in productivity, customer satisfaction and quality, and creation of a positive working environment. Provide effective and relevant coaching, employee development and counseling, for direct reports. Embody the goals and objectives of the larger organization.
REPORTING RELATIONSHIP: Manager, Call Center
ESSENTIAL JOB FUNCTIONS:
Provide leadership, direction, and supervision for the day-to-day activities of the customer service team, including coaching, counseling, development, and performance management.
Focus on first-contact customer solutions consistent with customer care principles acting as additional point of escalation for difficult callers or complex call types.
Observe call handling techniques and provide timely feedback for improvement using side-by-sides, call recording monitoring, and customer and inter-departmental feedback.
Meet monthly with each agent in 1:1 manner to review goal accomplishments and set monthly goals for improvement standards or as needed.
Work effectively with fellow supervisors within the virtual community of centers to achieve the organization's common goals and objectives.
Create a positive work environment that contributes to the center's ability to deliver superior service to customers.
Participate in continuous improvement efforts within the overall organization to streamline efficiencies.
Customer Service Center Supervisors, Leads and Specialists
Workforce Management Team
Training & Quality Assurance Staff
FRC and Back Office Operations Staff
State Leadership Teams
Supervisory experience in a dynamic call center environment or significant call center operations leadership experience.
Leadership/supervisory experience in an environment where a high degree of teamwork is required.
Customer Services industry experience preferred.
Demonstrated track record in delivering results toward assigned goals.
Broad understanding of utility company operations.
Understanding of customer service center operating practices, including standardized processes, solutions, delivery techniques.
Familiarity with call center technologies and processes.
Working knowledge of the organization, products, and/or services provided, and knowledge of state tariffs, PUC and Commission Rules.
Advanced level of problem solving skills to handle highly complex situations which may require adaptation of or research to formulate appropriate customer response.
Knowledge of complexities of service orders and emergency orders preferred.
Strong overall business acumen and related business conduct with customers and associates.
Ability to apply sound leadership principles within the work environment.
Strong interpersonal and communication skills.
Proven capability to manage performance expectations.
Experience building a team and providing effective leadership in a team environment.
Ability to recommend and implement process and delivery technique improvements.
Demonstrated ability to influence positive outcomes during any type of interaction.
Strong verbal and written communication skills.
Ability to work independently with minimal supervision.
Capability to balance effective process compliance with business and customer sensitivity, and relate that balance to associates.
Possess strong business acumen and savvy.
Willingness and ability to provide management in an extended - hours environment potentially providing 7x24 operations.
Willingness and ability to be available "on call" periodically within the contact center environment.
The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer