{"id":17946,"date":"2024-06-22T05:27:35","date_gmt":"2024-06-22T05:27:35","guid":{"rendered":"https:\/\/exam4sure.com\/jobs\/?p=17946"},"modified":"2024-06-22T05:27:35","modified_gmt":"2024-06-22T05:27:35","slug":"mgr-customer-care-center-operations-support","status":"publish","type":"post","link":"https:\/\/exam4sure.com\/jobs\/mgr-customer-care-center-operations-support\/","title":{"rendered":"Mgr, Customer Care Center Operations Support"},"content":{"rendered":"
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Job Summary<\/strong><\/p>\n

The purpose of this position is to provide leadership, employee development, direction, and motivation for multi-functional customer contact teams in support of regulated and non-regulated AGL Resources.<\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

The incumbent for this role is responsible for a high volume, fast paced, and multi-tasking environment of inbound and outbound customer contact from commercial and residential customers via telephone, online, and email channels in excess of 700,000 contacts annually.<\/p>\n

The incumbent is also accountable for service delivery, first call resolution (FCR), and operational efforts to support customer retention for a customer population of more than 2 million customers.<\/p>\n

The incumbent is responsible for communication and compliance with applicable strategy, policies, and procedures for customer contact operations within assigned area of responsibility.<\/p>\n

Responsibilities also include ensuring compliance with applicable federal, state, and local laws, regulations, and ordinances; maintaining regulatory and vendor relationships; meeting and measuring key performance indicators and internal and regulatory service levels.<\/p>\n

Additional responsibilities include direct management and development of five supervisory level employees; and overall responsibility for 75-100 employees.<\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

The position provides strategic direction to balance budget targets, business success and an engaged\/motivated work force. This position is also accountable for compliance with Southern Company, Regulatory and Customer Service Policies and Guidelines.<\/p>\n

In addition to leading the team, the CCC Operations Support Manager collaborates and partners with peer leaders in the call center and other business unit leaders across organizations within Southern Company to strategically progress the results of our business to achieve common goals.<\/p>\n

Job Responsibilities & Accountabilities by Competency<\/strong><\/p>\n

Functional Expertise:<\/strong><\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

\u2022 Lead Customer Service and Marketer Resolutions teams in a manner as to ensure the highest level of customer satisfaction and employee effectiveness.<\/p>\n

\u2022 Monitor and measure operational performance against established goals and metrics.<\/p>\n

\u2022 Respond to escalated customer inquiries\/concerns in accordance with established service level agreements within assigned operational companies (respond to customer calls, emails, letters, etc.).<\/p>\n

\u2022 Track work volumes, direct activity, and monitor productivity; ensure adequate resources to complete assigned activities.<\/p>\n

\u2022 Lead and implement needed policy, procedure, and processes to ensure consistency, continuity, efficiency, and high Customer satisfaction within Customer Experience.<\/p>\n

\u2022 Communicate and administer policy and procedure and ensures compliance within work team.<\/p>\n

\u2022 Maintain regulatory compliance (intra-company and extra-company accountability).<\/p>\n

\u2022 Design and implement reporting of service metrics.<\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

Business Acumen:<\/strong><\/p>\n

\u2022 Develop and manage operation plan (including contingency development) for core activities within assigned area of responsibility (based on strategic objectives).<\/p>\n

\u2022 Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations).<\/p>\n

\u2022 Implement best practices to improve the customer experience.<\/p>\n

\u2022 Serve as subject matter expert in technology initiatives to further the vision of top quartile service.<\/p>\n

\u2022 Strong communication, analytical and problem-solving skills.<\/p>\n

\u2022 Ability to partner with a diverse group of business partners.<\/p>\n

\u2022 Analyze and interpret business data and information.<\/p>\n

\u2022 Provide collaborative support for customer experience presentations for internal and external use.<\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

Engagement:<\/strong><\/p>\n

\u2022 Cultivate a culture that is inclusive, where employees feel valued and respected for their contributions.<\/p>\n

\u2022 Good interpersonal skills; ability to work and relate to all levels of management and employees.<\/p>\n

\u2022 Accountable for staff selection, development, and retention for employee groups.<\/p>\n

\u2022 Willing to support demands of a 24x7x365 operating environment.<\/p>\n

\u2022 Lead monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions.<\/p>\n

\u2022 Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes.<\/p>\n

\u2022 Lead morale building activities.<\/p>\n

\u2022 Liaison and partner with Corporate Security, Legal, and HR teams on investigations related to customer and employee safety and security.<\/p>\n

\u2022 Manage peer relationships within and outside the Customer Experience area.<\/p>\n

Mgr, Customer Care Center Operations Support<\/a><\/h6>\n

Driving Results:<\/strong><\/p>\n

\u2022 Accountable for employee performance management.<\/p>\n

\u2022 Create a clear vision for employee\u2019s growth, development, and success.<\/p>\n