Cobb EMC

Supervisor, Call Center Operations

Marietta, GA

full time

On-site

Utilities

About This Job

Cobb EMC has an exciting opportunity for a Supervisor, Call Center Operations

to supervise the day-to-day operation of the Call Center. To oversee the handling of member inquiries, payments, and assist with the tactical execution of plans targeted at efficiently and effectively managing a Call Center Operation. To train, develop and motivate Call Center staff.

Schedule Monday-Friday, 9am-6pm This is a hybrid role, 2 days in the office and 3 days remote Benefits

•

Company paid Health Insurance Premiums!

•

Insurance is effective your first day of employment

•

Retirement Security Pension plan!

•

Automatic 7% Company paid contribution to 401k with additional matching!

•

Annual Bonus Program!

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Tuition and Certification reimbursement!

•

Learn more HERE

To learn more about Cobb EMC visit our website at www.cobbemc.com

What you will be doing

DUTIES/RESPONIBILITIES

•

Ensure that member inquiries are promptly, courteously, and professionally addressed.

•

Ensure that all member inquiries are handled efficiently, effectively and to completion in order to drive one call resolution.

•

Effectively communicates with Coordinators regarding operational and procedural changes.

•

Minimize inquiries forwarded to higher management for final decision, approval, or response.

•

Supervise high resolution and complex customer contacts from subordinate staff.

•

Ensure employees and members are educated about corporate policies, procedures and billing options.

•

Direct responses to correspondence received on billing issues, service applications, service quality, and payments.

•

Develop and maintain standards and procedures to improve customer service.

•

Implement continuous improvement focused initiatives for more quickly identifying and speeding resolution of day-to-day operational issues.

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Review CSR areas in need of improvement and approves the execution of appropriate training/refresher courses.

•

Develop and manage to established performance metrics (i.e. AHT, ASA, ABA %)

•

Review call volume trends and assists in forecasting of future staffing needs and scheduling coverage.

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Assist in forecasting all call center staffing requirements; oversees staff scheduling for operating during business hours and for supporting 24/7 Outage Management.

•

Prepare and analyze call center performance reports including CQI, Productivity Reports and etc.

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Develop and implement schedules for breaks/lunch, phone coverage and floor supervision.

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Work extended hours during high call volume periods (as required)

•

Work extended hours and/or weekends during Outages (as required)

•

Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours.

Supervision

•

Handle all aspects of employment for subordinate staff, including hiring, promotion, training, and termination.

•

Appropriately document actions in employment issues.

•

Coach and direct learning through supervision, direct involvement and reinforcement.

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Analyze and manage daily workload and schedules.

•

Tracks and monitors, verifies and documents call center employees’ attendance and performance.

•

Monitor performance and conduct performance planning and review sessions.

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Ensure fair and consistent treatment of departmental employees.

•

Actively support the efforts and intent of Equal Employment Opportunity.

Minimum Requirements Associates Degree

or equivalent education in Management, Business Administration or related field

equivalent experience

Minimum

five years in customer service in a Call Center environment.

Previous supervisor/leadership experience.

Excellent

knowledge of customer applications, billing procedures, and electric billing rates and structures.

SKILLS Excellent

oral and written communication skills.

Excellent

interpersonal skills to interact with members, develop effective working relationships with employees and deal with employees’ concerns and issues.

Demonstrated

expertise in effectively conducting Member interviews.

Excellent

judgment, decision-making and leadership skills. Must have the ability to make sound and logical decisions.

experience with customer service database applications.

Proficiency

with personal computers

PREFERRED Previous

utility industry experience.

Knowledge

of Cobb EMC’s billing system.

CORE Values Put People First Care, listen and connect. Think team, not self. Respect and value differences. Stay Safe No shortcuts. See the big picture, no tunnel vision. Look out for each other Innovate Embrace change. Think big and bold. Be part of the solution. Own It Own your attitude, actions and words. Find a way. No BCD. Never stop learning.

EOE/Disability/Vets/Drug-Free Workplace

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