Job Description

Position Purpose

This position leads the Contact Center team responsible for providing exceptional service to members calling with a wide range of inquiries including billing, outages, account updates, service requests, and more. The Contact Center Manager ensures that all member interactions via phone are timely, professional, and effective. This position has a strong focus on metrics, performance, and accountability, and plays a key role in achieving departmental goals and member satisfaction benchmarks.

Job Dimensions

• Internal Responsibility – Lead and support team members at all office locations; manage scheduling, staffing, and coverage to ensure continuity of service including providing direct coverage when necessary. Regular in-person support at all offices is required. Provide recommendations to reduce call volume, enhance member options, and increase operational efficiency.
• External Responsibility – Ensure that all inbound and outbound call center activities are conducted in a professional, courteous, and efficient manner to reflect the cooperative's service standards. Respond effectively to member escalations with a strong commitment to problem solving

Principal Accountabilities

• Consistently demonstrates the appropriate leadership principles from Leadership Landmines: 8 management catastrophes and how to avoid them.
• Regularly models multiple TCEC Essential Attributes as a regular pattern of behavior and self-awareness.
• Inspires a culture of continuous learning, intellectual curiosity, and a desire to grow and develop.
• Provides regular and meaningful feedback to Contact Center teammates for both performance and behavior and supports professional development.
• Solicits and offers feedback to peers and supervisor for both performance and behavior.
• Resolves complex member issues or escalations professionally and within established timelines.
• Available to serve a rotating on-call schedule to provide after-hours support to members as needed.
• Holds team accountable for achieving individual and team performance goals related to call handling, response time, accuracy, and member satisfaction.
• Monitors metrics including service level, average handle time, hold time, abandonment rate, and first call resolution and adjusts as necessary to achieve goals.
• Ensures optimal staffing levels through real-time monitoring and proactive scheduling adjustments.
• Coordinates coverage and assists with call handling during high volume periods or absences.
• Collaborates with leadership on service trends, process improvements, and member experience enhancements.
• Drives continuous improvement initiatives by analyzing performance data and recommending process enhancements.
• Other duties as assigned.

Minimum Requirements

• Education – A high school diploma or equivalent is required. Additional education or certification in business administration, call center management, or a related field is preferred. An equivalent combination of relevant experience and training may substitute for formal education.
• Experience – Minimum of five (5) years in a high-volume contact center or customer service environment, with at least two (2) years in a supervisory or team lead role. Experience in a cooperative or utility setting is preferred.
• Knowledge/Skills/Abilities – Strong leadership, organization, communication, and analytical skills. Ability to manage scheduling, coach teams, and handle multiple responsibilities in a fast-paced environment. Proficiency in relevant software and performance reporting tools. Must demonstrate a commitment to service excellence. Ability to stand and walk; frequently sit, bend, stoop, squat, lift, and carry up to 50 pounds; push and/or pull; reach above shoulder level; and twist; to climb, balance, kneel, crouch.
• Reports to Sr. Vice President, Engagement & Solutions