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Call Center Manager
Location
San Mateo, CA
Time Type
Full time
Job Requisition ID
R903
California Water Service
Job Description:
Call Center Manager (RCCM) will manage the daily Regional Customer Center operations for one of the designated California Water service centers. The RCCM will ensure that his/her team provides quality customer service, performs at the level needed to meet internal and external metrics and enforces company policies and procedures.
A successful RCCM will manage the Customer Service Representatives (CSR) to achieve better performance and improve service quality through calls, chat, social media, email correspondence and completing back-office operational duties including KloudGin as needed. The position is located in San Mateo, CA.
ESSENTIAL FUNCTIONS:
Manages a team of Customer Service Representatives and Customer Service Supervisor, day to day activities
Responsible for overall team performance including analyzing the call center reports, and operational data to suggest needed improvements to improve overall workflow and customer experience
Responsible for creating reports including analysis to project justifications, service improvements, capital projects, and performance management
Maintains an active role in hiring, training, and supporting the Call Center team
Conducts effective resource planning to maximize group productivity
Reviews call-center statistics to manage and balance queue coverage, ensuring operational duties/tasks are met within the required timeframes
Acts as a resource to assist CSRs with questions, call escalations, and complex issues
Ensures company Key Performance Indicators (KPI's) for customer service standards are met
Ensures all staff is fully trained. Provides ongoing coaching to maintain quality standards
Reviews and approves customer account adjustments as required
Investigates and responds to customer CPUC complaints
Participates in team meetings, project meetings, and future expansion initiatives as needed
Works cross-functionally with other departments and across various departments
Participates in and support the Company's Continuous Improvement Program and projects
Performs other duties as assigned
Attend meetings and training as directed by California Water Service
MINIMUM QUALIFICATIONS:
Bachelor's degree in a relevant field and/or equivalent transferrable work experience
5 years in a supervisory role or similar position
Exceptional interpersonal skills, strong coaching, and ability to motivate staff
Highly detailed oriented
Strong understanding of customer service metrics and call center reporting data
Excellent organizational and leadership skills with a problem-solving ability
Ability to manage multiple projects, competing priorities, and deadlines
Able to adapt to an ever-changing environment, open to change
Knowledge of performance management
Strong communication skills; must be able to effectively and clearly communicate with internal and external customers
Proficient in MS Office, CC&B, and Mitel call center equipment/software programs
Maybe required to work extended hours/days depending on business needs.
Valid California Driver License
Upon hire, must provide proof of COVID-19 vaccination status
Preferred Skills:
Reliable and results-driven professional
Prior in-district experience preferred
Strong understanding of managing teams in a call center environment
Analytical, able to analyze call center reporting, and data to make decisions to support corporate and regulatory service level goals
Salary Range: $87,200 – $159,300
Open until Filled
The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Serviceand Washington Water Servicedo not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES.
To apply: https://calwatergroup.wd5.myworkdayjobs.com/CWSG/job/San-Mateo-CA/Regional-Customer-Center-Manager_R903
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