Call Center Manager

Call Center Manager

California Water Service

California Water Service

Job Description:

A Call Center Manager (RCCM) will manage the daily Regional Customer Center operations for one of the designated California Water service centers. The RCCM will ensure that his/her team provides quality customer service, performs at the level needed to meet internal and external metrics and enforces company policies and procedures.

A successful RCCM will manage the Customer Service Representatives (CSR) to achieve better performance and improve service quality through calls, chat, social media, email correspondence and completing back-office operational duties including KloudGin as needed. The position is located in San Mateo, CA.

ESSENTIAL FUNCTIONS:

• Manages a team of Customer Service Representatives and Customer Service Supervisor, day to day activities
  
• Responsible for overall team performance including analyzing the call center reports, and operational data to suggest needed improvements to improve overall workflow and customer experience
  
• Responsible for creating reports including analysis to project justifications, service improvements, capital projects, and performance management
  
• Maintains an active role in hiring, training, and supporting the Call Center team
  
• Conducts effective resource planning to maximize group productivity
  
• Reviews call-center statistics to manage and balance queue coverage, ensuring operational duties/tasks are met within the required timeframes
  
• Acts as a resource to assist CSRs with questions, call escalations, and complex issues
  
• Ensures company Key Performance Indicators (KPI's) for customer service standards are met
  
• Ensures all staff is fully trained. Provides ongoing coaching to maintain quality standards
  
• Reviews and approves customer account adjustments as required
  
• Investigates and responds to customer CPUC complaints
  
• Participates in team meetings, project meetings, and future expansion initiatives as needed
  
• Works cross-functionally with other departments and across various departments
  
• Participates in and support the Company's Continuous Improvement Program and projects
  
• Performs other duties as assigned
  
• Attend meetings and training as directed by California Water Service Group
  

MINIMUM QUALIFICATIONS:

• Bachelor's degree in a relevant field and/or equivalent transferrable work experience
  
• Five years in a supervisory role or similar position
  
• Exceptional interpersonal skills, strong coaching, and ability to motivate staff
  
• Highly detailed oriented
  
• Strong understanding of customer service metrics and call center reporting data
  
• Excellent organizational and leadership skills with a problem-solving ability
  
• Ability to manage multiple projects, competing priorities, and deadlines
  
• Able to adapt to an ever-changing environment, open to change
  
• Knowledge of performance management
  
• Strong communication skills; must be able to effectively and clearly communicate with internal and external customers
  
• Proficient in MS Office, CC&B, and Mitel call center equipment/software programs
  
• Valid California Driver License
  

Preferred Skills:

• Reliable and results-driven professional
  
• Prior in-district experience preferred
  
• Strong understanding of managing teams in a call center environment
  
• Analytical, able to analyze call center reporting, and data to make decisions to support corporate and regulatory service level goals
  

Salary Range: $87,200 - $159,300

Deadline to submit resume is Tuesday, September 27, 2022.

The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Service and Washington Water Service do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES


To apply, please visit: https://calwatergroup.wd5.myworkdayjobs.com/en-US/CWSG/job/San-Mateo-CA/Regional-Customer-Center-CSM_R1197







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