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|Job Category :||Management|
|Company Name:||Orlando Utilities Commission|
|Position Name:||Team Supervisor – Residential Customer Service|
|Location :||Orlando, FL|
|Job Description :||Team Supervisor – Residential Customer Service
OUC – The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment is presently recruiting for a Team Supervisor -Residential Customer Service to be part of our growing team in the Customer Experience & Sales Division.
We are looking for a motivational and inspiring team leader who can assist with achieving our vision of being an innovative solutions leader and the partner of choice.
OUC’s mission is to provide exceptional value to our customers and community through the delivery of sustainable and reliable services and solutions. Click here to learn more about what we do.
The ideal candidate will have:
High School diploma or GED (Associates degree may substitute 1 year of experience below/Bachelor degree may substitute 2 years of experience below);
8+ years of customer call center or high volume direct customer service experience
At least 1 year of experience with coaching, mentoring, or providing work guidance to develop people/teams toward performance improvement.
OUC Total Rewards package includes to cite a few:
Low cost medical, dental 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
Educational and professional assistance programs;
Paid memberships in professional Associations;
Paid conference and training opportunities
Free downtown parking
Click here to view our Benefits Summary.
Salary Range: $30 -38 per hour commensurate with experience
Please see below a complete Job description for this position.
Provide support and coaching to call center agents. Manage the daily operations of employees with specific emphasis on: ensuring the Key Performance Indicators (KPI’s) are met, service level goals and customer satisfaction. Determine and evaluate employee performance metrics to be aligned with the strategic goals for the department.
Identify, develop and manage critical functions performed by call center agents (i.e. objectives, Key Performance Indicators [KPIs], short and long-term goals);
Provide coaching, direction, and leadership to the team of agents by ensuring members are engaged and goals are met;
Plan, direct, and implement the performance development of Customer Service personnel;
Implement plans for team development designed to meet the needs of the organization for current and future environments;
Develop an environment of team work and mentoring;
Supervise callback commitments, reduce escalations, reduce costs, and improve overall customer satisfaction;
Assist the “inbound only” call center by ensuring phone agents are available to take calls during peak call periods;
Monitor outages to ensure agents are available to answer calls, investigate reports, and provide customers with timely updates;
Support Customer Information System (i.e. CC&B and PSERM) updates and upgrades;
Lead and assist in the development of CC&B support to Customer Service
Provide the Residential Customer Service Director feedback related to all aspects of team performance;
Support an analytical process that includes: assessment of trends, identification of key drivers/behaviors, development of action plans by assigned owners and time lines, and compliance monitoring;
Provide support to stakeholders in other areas (i.e. OMS, Power Pass, BackOffice, Inbound Call Center, Training, Customer Experience, and Marketing);
Hours, days of work, and office location may change, involving travel between locations, as required to meet the needs of the business;
Perform other duties as assigned.
Education/ Certification/ Years of Experience Requirements:
High School Diploma or GED
Minimum of eight (8) 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 one (1) year of providing coaching and work guidance to others
Associates Degree from an accredited college or university may substitute for one (1) year of the above overall experience OR Bachelor’s Degree from an accredited college or university may substitute for two (2) years of the above overall experience
Minimum of one (1) year of experience (including demonstrated leading, coaching, and providing work guidance to others) as an OUC Sr Call Center Rep may substitute for all of the above experience
Minimum of three (3) years of experience (including one (1) year of demonstrated leading, coaching, and providing work guidance to others) as an OUC Call Center Rep II may substitute for all of the above experience
Working knowledge of all, but not limited to the following:
Call Center operations:
Customer service practices and principles;
Key Performance Indicator (KPI) trend monitoring, including tracking and contact statistics;
Accessing related data and interpreting reports, charts, and graphs;
Gap analysis associated with call center metrics (i.e., customer satisfaction scores, quality, and productivity);
Attendance trends and staffing planning;
Familiarity with all, but not limited to, the following:
Software Application (i.e. Interactive Voice Response systems (IVR) , Automatic Call Distributor (ACD) systems, AutoCAD, Verint, BPA Call Center Quality Monitoring, NICE, HiPath, and Customer Information System (CIS) such as PSERM or CC&B);
Equipment (i.e. Hands-free communication headset);
Related industry, organizational and departmental regulatory guidelines, best practices, and procedures;
System integration for CRM (i.e. Salesforce) and other software applications
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.
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