Manager, Contact Center, Residential and… at Eversource… · Windsor

Manager, Contact Center, Residential and Business (Hybrid Schedule) Location: Windsor, CT Eversource will not offer immigration-related sponsorship for this position.  Applicants who require immigration sponsorship—either now or in the future—should not apply.  This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.). Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change. Are you looking to work in an environment where you can make a difference incustomers’and employees’lives? Leading a teamof125+ dedicated contact center professionals for a Fortune 500 companyyou willassistcustomers who have unique challenges, or watch employees take the next step in their career.Eversource’s contact center is an industry leader in driving customer excellence while keeping the CSR experience at the forefront. At Eversource,you'llbe working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut,Massachusettsand New Hampshire. Our team ofmorethan10,000 dedicated employees is passionate about providing superior customerservice;and we are committed to our communities, the environment, and each other. You’llhave a variety of opportunities to further your career, whetherit’sin customer service,a corporatefunctionor technical groups. Join us on this amazing journey to create a brighter future. You will managethe day-to-day operational performance of the Call Center-primarilyinboundandoutbound customer calls.Ensurecompliance with department goals,objectives,policiesand procedures by setting performanceobjectives,selectingand implementingappropriate procedures,technologiesand staffing for the Call Center. This role contributes to the Company by ensuring customer requests and inquiries are handled effectively across various inbound and outbound customer contact channels.Communicateandensurestandards are achieved incustomer service, company, servicequalityand efficiency goals.Develop,motivateandempowersupervisoryteam.Partnerwith internal and external business partners to ensure best practices are deployed,maintainedand continuously improved to effectively support customer service goals. Essential Functions: Manageresponsesto routine and emergency conditions on gas and electric distribution systems. Managecreation,maintenanceand revision of department schedules to ensure proper site staffing levels 24 hours aday/7 daysa week. Analyzeandidentifyopportunities to improve customer service by evaluating staffing options from a cost benefit, customer focused, call and correspondence volume/trends perspective. Identifyimpact on the business andestablishappropriate staffinglevels to meet service level agreements and goals. Develop and implementbest practices to achieve efficient and effective service. Ensureeffective supervision ofteamregardingperformance, training, labor, disciplinary and administrative issues. Monitor,evaluateandprovideperformance feedback totheCall Centerteam. Ensurecohesive workingrelationshipswith bargaining units. Qualifications: Technical Knowledge/Skill: Requires knowledge of Call Center operations and telephone equipment. Familiarity withindustryregulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements,policiesand procedures; billing, credit & collection preferred. Requires analytical, verbal, written, communication, customer service,interpersonaland negotiating skills. Education: Bachelor’s degree in Business, related discipline or equivalent experience. Experience: Ten (10) plus years of experience inacustomerservice andcall centerenvironment includingprevioussupervisor/managerial experience. #LI-ES3 #custajd Competencies: Build trusting relationships Manage and develop people Foster teamwork and cross-functional collaboration Lead change Communicate strategic vision Create an engaged workforce Focus on the customer Take ownership & accountability Compensation and Benefits: Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is: $152,960.00-$169,960.00 Worker Type: Regular Number of Openings: 1 Emergency Response: Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location. EEO Statement: Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status. VEVRRA Federal Contractor