Manager of Customer Service

OUC - The Reliable One, is presently seeking a Manager of Customer Service to join the Residential Customer Service division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We’re looking for an energetic, customer-focused leader who thrives in a fast-paced environment and has a passion for driving exceptional service and operational excellence. As the Manager of Residential Customer Service, you’ll play a vital role in overseeing the Contact Center’s daily operations for residential and commercial customers, ensuring that service level goals, customer satisfaction, and performance metrics are consistently met. You’ll also work hand-in-hand with the Customer Service Director to strategize and implement impactful service initiatives that keep us ahead of the curve.

In this role, you’ll motivate and guide Team Supervisors and contact center staff, fostering a culture of high performance and engagement. You will analyze data, identify growth opportunities, and implement targeted solutions that elevate both customer satisfaction and operational efficiency. Additionally, you’ll be the go-to person for managing key programs like the Outage Management System (OMS), OUC’s prepaid program, and third-party contact center support, ensuring seamless and unified service delivery.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

The ideal candidate will have:

- Bachelor’s Degree in Business Administration, Accounting, Communications, Information Systems, Information Technology, or Psychology from a publicly accredited college or university;

- Minimum of seven (7) years of experience in a customer call center operations environment or direct customer service, handling higher order requests (i.e. servicing accounts, processing payments, investigating account issues), to include three (3) years of supervisory experience (i.e. performance management, approving work schedules, delivering constructive feedback, and personnel matters);

- Bilingual in Spanish, to include speaking, reading, and writing (preferred).

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

- Competitive compensation

- Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account

- Paid vacation, holidays, and sick time

- Paid parental leave

- Educational and Professional assistance programs; Paid Memberships in Professional Associations

- Access to workout facilities at each location

- Paid Conference and Training Opportunities

- Free downtown parking

- Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $104,000 to $130,000annually commensurate with experience.

Location: 6003 Pershing Ave. Orlando, FL 32822

Job Purpose:

Manage the daily operations of the Contact Center for residential and small commercial customers with specific emphasis on ensuring the Key Performance Indicators (KPI's) are met; such as service level goals and customer satisfaction. Determine and evaluate employee performance metrics to be aligned with the strategic goals for the department. Provide support and coaching to Team Supervisors and contact center staff.

Primary Functions:

- Monitor team KPI metrics in order to create and communicate the center vision and metric focus;

- Provide direction, guidance and support to Team Supervisors as it relates to operations, contact center staff, attaining key metrics, and responding to customer contacts;

- Review, approve, and manage employee coaching, development, recognition and disciplinary action;

- Collaborate with CS Director and other key stakeholders across departments to minimize negative impacts of contact center changes to the business;

- Develop and maintain process and procedures for internal business functions;

- Analyze and monitor compliance of contact trends (call and email), both quality and productivity, using applicable software;

- Run reports and analyze data to identify gaps and anomalies needing improvement;

- Establish center message (i.e. daily alerts and areas of focus) for the leadership staff to coach agents daily; review supervisor Plan of the Day;

- Oversee contact center support of the Outage Management System (OMS), OUCs prepaid program and collaborate on oversight of third-party contact center;

- Assign performance improvement and employee engagement projects to Team Supervisors in order to increase employee retention and engagement;

- Respond to customer escalations;

- Write and conduct performance evaluations;

- Participate in the interviewing process for all contact center new hires;

- Approve time off requests for supervisors and special permission/overrides for agents;

- Support other administrative tasks such as approving adjustments, Support Tickets for IT support for agents and supervisors;

- Perform other duties as assigned.

Technical Requirements:

- Working knowledge of all, but not limited to the following:

- KPI trend charts and graphs;

- Gap analysis associated with Call Center Metrics (i.e. Customer Satisfaction (CSAT) scores, compliance, quality, and productivity)

- Call center operations;

- Call volume charts and graphs;

- Attendance trends;

- Training assessments;

- Bill statements;

- Meter readings;

- Familiarity with all, but not limited to the following:

- Project Management;

- Software Application (i.e. AutoCAD, Verint, BPA Call Center Quality Monitoring, NICE, HiPath, contact center configurations such as Interactive Voice Response (IVR), Automatic Call Distributor (ACD) systems, or COGNOS, and Customer Information System (CIS) such as Customer Care & Billing (CCB);

- Equipment (i.e. Hands-free communication headset);

- Related industry, organizational and departmental regulatory guidelines, best practices, and procedures;

- Ability to:

- Gather, research, organize, and summarize relevant information to support a recommendation for customer service efficiencies;

- Communicate and negotiate in sensitive situations;

- Multitask in a fast-paced environment;

- Clearly articulate information to customers over the phone;

- Handle confidential customer information in an ethical manner;

- Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;

- Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).

Education/ Certification/ Years of Experience Requirements:

- Bachelor’s Degree in Business Administration, Accounting, Communications, Information Systems, Information Technology, or Psychology from a publicly accredited college or university;

- Minimum of seven (7) years of experience in a customer call center operations environment or direct customer service, handling higher order requests (i.e. servicing accounts, processing payments, investigating account issues), to include three (3) years of supervisory experience (i.e. performance management, approving work schedules, delivering constructive feedback, and personnel matters);

- Bilingual in Spanish, to include speaking, reading, and writing (preferred).

Working Conditions:

This job is absent of disagreeable working conditions. This job is performed in an office work environment.

Physical Requirements:

This job includes constant speaking/hearing, writing/typing, and detailed inspection. This job requires very frequent sitting. This job includes frequent standing and walking. There may be occasional repetitive motions and driving of a company vehicle.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled