Primary Services is excited to announce the role of Customer Engagement Manager for our esteemed client in the retail energy sector. Join a dynamic team where you'll lead and direct the in-house call center, driving exceptional customer experiences through effective team management and innovative strategies.
Responsibilities:
- Develop objectives for the call center's daily activities, ensuring alignment with company goals and customer service standards.
- Conduct resource planning to optimize productivity of personnel and technology resources.
- Collect and analyze call center statistics to measure performance and identify areas for improvement, including warm transfers, conversion rates, and customer service metrics.
- Assume responsibility for budgeting and expense tracking, maintaining cost-effectiveness while delivering high-quality service.
- Assist in recruiting, hiring, and training Call Center Representatives to ensure a skilled and motivated team.
- Serve as a lead resource for internal partners and vendors on customer service projects and initiatives.
- Incorporate enterprise objectives into team objectives, fostering alignment and engagement among team members.
- Ensure supervisors and team leaders effectively engage their teams through performance management techniques to achieve objectives.
- Travel domestically and internationally as needed, approximately 25% of the time.
- Perform other duties as assigned.
Qualifications:
- Bachelor's degree in business, marketing, or operations; master's degree preferred.
- 10+ years of experience, with at least 5 years managing call centers and customer service, preferably in retail energy B2C.
- Deep experience in delivering sales programs in B2C environments.
- Profound understanding of call center efficiency levers and experience with proven results in the retail energy sector.
- Experience in contact center digital transformation and change management.
- Strong leadership skills with exceptional coaching and development abilities.
- Excellent interpersonal, analytical, conflict resolution, and time management skills.
- Proficiency in business writing and correspondence development.
- Exceptional verbal and written communication skills.
- Ability to multi-task, problem-solve, and articulate thoughts and concepts effectively.
- Dedication to delivering a premier customer experience.
- Intermediate experience in MS Office suites and MS Excel.
- Ability to operate effectively in a fluid environment.
- Self-starter with a collaborative mindset, able to drive decisions and actions for optimal outcomes.
- Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC, and/or TDSP/TDU standards.
- Experience with ESG P2C and/or Excelergy (RevenueManager) billing platforms is a plus.
- Knowledge of iSigma and experience with Salesforce Service Cloud and Amazon Connect technology are advantageous.
Apply now and take the next step in your career as a Customer Engagement Manager in the dynamic retail energy sector!
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