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Avangrid Service Company Manager - Customer Relations Center in Binghamton, New York

Responsibilities


Manages the daily activities and overall direction of the Customer Contact Centers in Kirkwood, NY and Rochester, NY. Drives centers to deliver exceptional customer service and satisfaction while achieving regulatory and corporate targets.

Responsible for overall administration and leadership, safety focus, customer satisfaction, vendor & budget management, and personnel decisions. Accountable for the measuring of Contact Center metrics that include service level, abandonment rate, and quality of service provided to customers by utilizing comprehensive analysis. Leads the development of new measurement methods as required. Assists in establishing strategic direction for the Center, as well as providing input and interface to all other areas of the Company as required. Serves as leader for customer satisfaction and center availability during storms.

MAJOR ROLES AND RESPONSIBILITIES
(Scope of work - range of responsibilities):

1. Responsible for the strategic and operational direction of the Contact Center. Develops and implements short and long term operational initiatives. Reviews, analyzes and manages operational changes, performance and leadership in all aspects of department functions and operations to ensure corporate vision performance measures and regulatory targets are met. Coordinates management of schedules, call volume forecasts, and staffing needs with WorkForce Management team. Manages credit and collection policies and procedures with Billing and Revenue Recovery team.

2. Responsible for implementing procedures to meet quality standards and monitoring external and internal customer feedback results to identify trends. Analyzes, evaluates and recommends changes in the Contact Center practices, policies, systems and procedures to ensure exceptional customer satisfaction.

3. Responsible for resolving customer complaints with a wide degree of creativity. May review and approve communication material sent to customers, including coordinating monthly bill messages and billing inserts as required.

4. Responsible for strategy and implementation of all Contact Center training needs to achieve knowledge levels and skills within the department, including training and development of supervisory staff.

5. Responsible for achieving budget targets.



Skills and Requirements



JOB REQUIREMENTS:

Education & Experience Required :

  • Bachelors degree in Business or in an applicable field.
  • 6-8 years of experience in the customer service field.
  • Comprehensive knowledge of Corporate policies and procedures.
  • Strong knowledge of SmartCare and SAP preferred.
  • Previous supervisory experience required.
  • Union management experience a plus




Competencies


  • Develop Self & Others

  • Empower to grow

  • Collaborate and Share

  • Be a role model

  • Focus to achieve results

  • Be agile

  • Technical Skills




Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables


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AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link


If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or careers@avangrid.com



Nearest Major Market: Binghamton


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