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Call Centre Front Office Manager

Location:

AB, Calgary

Job type:

Permanent

Job Description

Call Centre Front Office Manager is a dynamic position that will have many moving parts. You will be responsible for managing all aspects of customer experience. She/he will also be responsible for building a “Customer First” culture that is passionately focused on resolving customer inquiries in a timely manner, at first contact. Key to this role will be supporting the implementation of an Operations Future State model that includes outsourced and well as in house resources to provide customer solutions via different channels including inbound and outbound calls, emails, chat, social media, etc

 

Company Profile:

Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.

Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.

The successful candidate will report to the Regulated Portfolio Manager and will be responsible for assisting with forecasting the regulated power volumes, determining supply requirements, and portfolio analysis and reporting.  This role will sit on the trade floor and report into the Alberta Regulated Commercial team. 

Requirements

  • Bachelor’s degree preferred, with 7-10 years of relevant work experience in a call center environment and/or vendor management
  • Strong analytical abilities and problem solving skills
  • Excellent oral and written communication skills
  • Excellent interpersonal skills with an ability to work effectively with cross-functional teams
  • Ability to provide thought leadership on complex customer impacting issues, sometimes with limited fact-base
  • Ability to excel in a fast past, highly volatile environment; effectively managing multiple activities and meeting deadlines
  • Resourcefulness to work with limited supervision while managing team members while making rational decisions impacting revenues, customer satisfaction and financial liabilities
  • Excellent working knowledge of Microsoft Excel and PowerPoint
  • Good knowledge of Alberta regulated and de regulated markets and competitors would be considered an asset

Responsibilities

 

  • Call Centre Management
  • Vendor Relations
  • Training 
  • Defines and clarifies customer care strategy, service standards and processes to all stakeholders; works with internal and external parties to ensure system and technology needs are in place to support functional responsibility
  • Oversees and to end process of resolving customer inquiries and/or issues, including follow-ups related to resolution and confirmation of key customer data during call activity
  • Serves as the primary point of contact for escalated complaints and works proactively to resolve open complaints at all times, including but not limited to those registered at the Alberta Utilities Commission, Utilities consumer Advocate, Better Business Bureau, media or Office of the President
  • Coaches, develops and empowers team through continuous feedback, a robust training program and team engagement
  • Develops a strong relationship network for recruiting talented team members and implementing development and progression plans to ensure talent retention
  • Actively manages vendor performance using key performance indicators and focuses on actions that deliver an outstanding customer experience as measured by Net Promoter Score and customer satisfaction surveys
  • Actions Net Promoter Score survey feedback to address outstanding gaps in service delivery
  • Plays a lead role in helping reduce operating expenditures by digitizing transactional activity by promoting electronic billing and payments
  • Provides frequent updates to all stakeholders to keep them abreast of functional performance and resultant customer experience
  • Introduces and implements best practices related to managing inbound activity (calls, emails, social media, chat, etc) for embedding a proactive customer focused culture in daily operations

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
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