Maintain health, safety and environment standards by: - Ensuring compliance with all safety policies and procedures. - Ensuring compliance with all environmental and health standards, and - Completing all required HSE training. Call Center Management: - Overseeing and managing the daily operations of the call center, ensuring efficiency and customer satisfaction in addressing customer concerns. - Leading, coaching, and developing a team of call center representatives to ensure they provide accurate and timely information on power quality, billing, service interruptions, and other utility-specific inquiries. - Collaborating with technical and field teams to coordinate emergency responses during outages or service disruptions. - Developing and implementing call center procedures and protocols tailored to the utility sector, ensuring compliance among the team. - Developing and monitoring KPIs and performance metrics and provide feedback to team members. - Analyzing call metrics, data and customer feedback to identify areas of improvement, identify resource needs, maximize efficiency and ensure the center meets regulatory and utility industry standards. - Coordinating with IT and other departments to ensure smooth operation, especially during emergencies, and timely issue resolution. - Implementing and maintaining training programs, ensuring that the team is well-versed in utility regulations, utility operations, positive customer experience, effective communication and listening, safety protocols and other training programs as required to provide exceptional call center experience. - Managing staffing levels to ensure optimal performance during peak times and emergencies. - Reporting on call center performance metrics and providing recommendations to senior management for process improvements. Customer Service Representatives Management: - Leading and managing a team of customer service representatives (CSRs) to ensure they deliver exceptional service to utility customers. - Addressing escalated customer inquiries and complaints and other utility specific concerns. - Developing and implementing customer service policies and procedures tailored to the utility sector, ensuring compliance among the team. - Analyzing feedback and metrics to pinpoint areas for improvement; collaborating with technical and operational teams to address utility-specific issues. - Liaising with other departments, such as billing and technical teams, to streamline service delivery and address customer concerns efficiently. - Ensuring CSRs are adequately trained in industry-specific regulations, and the technical aspects of utility services. - Coordinating emergency response protocols during service interruptions. - Overseeing the management of customer accounts (new connections, transfers, terminations etc.) and timely issue resolution. - Conducting regular team meetings, providing updates on corporate initiatives, utility industry standards, regulatory changes, and ongoing training opportunities. Lead people and accomplish results by: - Leading the team to meet the organization expectations for goal accomplishment and reviews performance against objectives, ensuring employee-related matters are dealt with in an efficient and timely manner and that the company’s human resource policies and procedures are followed. - Ensuring that effective training programs are in place to meet financial objectives and customer service goals. - Managing KPIs and customer-related Community Investments, customer management relationships and engagement etc. - Seeking opportunities to enhance operational efficiency through digitization, streamline processes, and automate tasks where possible. This involves leveraging technology and data analysis to identify areas for improvement and implementing innovative solutions. - Working closely with team to address customer inquiries, concerns, and complaints related to billing and payments. This requires implementing robust customer issue resolution processes, training staff on best practices, and fostering a customer-centric culture within the team. - Ensuring adherence to company policies, procedures, regulations and standards related to customer service. Maintain professional and technical knowledge by attending educational workshops, keeping abreast of new and evolving trends in the related field, reviewing professional publications and participating in professional societies. Contribute to team effort by accomplishing related results as assigned.
