Call Center Team Leader
Join a diverse and dynamic team that makes and delivers the most valuable services in the world:
electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.
Department Summary
The Call Center Team Leader will have direct supervision of bargaining unit customer service representatives. The work involves operating, tactical and some strategic organizational responsibilities.
Responsibilities
- Ability to clearly communicate and transfer knowledge to staff.
- Provide feedback to staff.
- Supervise employees including setting expectations and monitoring job performance.
- Resolve escalated customer calls and complaints.
- Maintain control of customer calls.
- Lead and mentor Team leaders.
Requirements
- Ability to effectively supervise and develop their team members
- Excellent communication skills.
- Bachelor s degree in an applicable field of study.
- Less than a Bachelor s degree may be acceptable if accompanied with extensive Company or industry and organizational experience in positions that demonstrate required management and leadership abilities and performance.
The following skills and experience may set you apart from others:
- Ability to interact with internal and external clients to give and receive advanced information, identifies research and analyzes advanced problems.
- Knowledge and/or experience in utility practices and procedures.
- Ability to solve a range of straightforward problems; taking new perspectives using existing solutions.
- Skill in supervisory practices/application.
Essential Functions
- The Call Center Team Leader supervises 12-15 Customer Service/Sales Representatives (CSRs) in the delivery of customer assistance in a Call Center office environment.
- Team Leaders are frequently required to respond to CSRs requests for assistance under tight time constraints, and often immediately for emergency calls, in an efficient and knowledgeable manner.
- Team Leaders assist with the daily operational needs of the department, including staffing and scheduling, goal setting, quality assurance and administration of employee recognition programs.
- They provide guidance to CSRs on Company policies and routine customer problem resolution; and they resolve escalated customer issues by applying their knowledge, experience and judgment.
- Team Leaders monitor and analyze performance trends and recommend changes to improve internal processes and customer service.
- They deliver employee training and development through side-by-side coaching and silent monitoring and assist in developing and maintaining updated training materials.
- Team Leaders monitor employee performance, and deliver evaluations, counseling and disciplinary actions.
- Individuals should exemplify safe work practices and follow the Company's compliance standards.
- Regular attendance is expected.
Hours and Travel
- Meet travel requirements of the position, usually a few days per month.
- Work a flexible schedule, which may include evenings, weekends, holidays, overtime and on-call.
- This position requires the selected candidate to be available to first shift.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, Team Leaders are regularly required to sit, stand, walk, stoop, kneel or crouch.
- They are very frequently required to speak or hear others in person or on the phone.
- Team Leaders occasionally must lift and move up to twenty pounds. The recommended maximum weight for employees to lift without the aid of other employees or a lifting device is 35 pounds.
- Specific vision abilities required by this job include close vision, color vision, depth perception and the ability to adjust focus.
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