IF Interested please share resumes to shine.albert@JOB SUMMARY This position is responsible for Customer Care support systems and processes in order to ensure a great customer experience and a cost-effective, high performing operation. The Team Leader is responsible for reviewing, analyzing, recommending and implementing improvements to business processes for the purpose of enhancing the customer experience and increasing the operational effectiveness & efficiency of serving residential and small commercial customers in regulated and deregulated markets. This will be demonstrated by achievement of defined service levels within Customer Care, as well as overall customer satisfaction.Responsibilities include definition of strategy, design, implementation and day to day operation of customer self-service applications such as web and IVR, ownership of call forecasting and scheduling, agent adherence levels, real-time service level monitoring and workforce adjustments.Essential Duties and Responsibilities Provides support for contact center and telephony applications Performs planning, forecasting and scheduling activities to meet or exceed service levels Supports service level achievement through real- time monitoring and work force adjustments Supports customer self-service experience via web tools, from design to day to day operation Develops, implements, analyzes, and reports on IVR inbound calls and outbound dialing campaigns to increase revenue collection and reduce call center agent interaction Assist in authoring, executing, and analyzing surveys on call center operations Reports key metrics on Customer Care systems operational and support activities Achieves key/critical performance targets and service level agreements Ensures good integration with back office operations for proper execution of end-to-end processes (enrollment-to-first bill, first bill-to-recurring bill, billing-to-payment & collections, move-out-to-final bill, general service inquiries, etc.) Use business tools and advanced industry knowledge to identify problem areas and document business requirements Identify and recommend operational and technological tools to improve efficiency Work with operations and information technology personnel to resolve issues and improve operational efficiency Establish and maintain effective work procedures Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both regulated and competitive markets Analyze industry regulations and market protocols to ensure continuous benchmarking and achievement of optimal customer satisfaction Plan and monitor operations initiatives to improve the efficiency and effectiveness of Customer Care Review and ensure processes are in compliance with internal policies and external regulations. Respond to escalated issues regarding performance and quality Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on Customer Operations related matters Interface and coordinate with various stakeholders Performs other duties as required.EDUCATION/EXPERIENCE The minimum education requirements are: Bachelor’s degree in relevant field (may substitute two years of relevant experience per one year of required education) The minimum experience requirements are: 2 to 3 years of relevant work experience Strong working knowledge of gas and electric utility protocols and market operations for both competitive and regulated markets Working knowledge of distributor operations, regulatory environment and Utility Commission Rules Experience contributing to success in a project management environment.SKILLS AND COMPETENCIES Clear understanding of business policy and practice throughout entire retail business Absolute credibility with internal business partners and customers Excellent analytical, organizational, and time management skills Advanced interpersonal, presentation, and oral/written communication skills Ability to assess root cause of problems and identify/recommend solutions Proactive in identifying potential issues and recommending/implementing solutions Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking Skilled in using computer software applications such as Microsoft Office and Access
Job Title
Customer Service Team Lead