Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.
Are you looking to work in an environment where you can make a difference in customers’ and employees’ lives? Leading a team of 125+ dedicated contact center professionals for a Fortune 500 company you will assist customers who have unique challenges, or watch employees take the next step in their career. Eversource’s contact center is an industry leader in driving customer excellence while keeping the CSR experience at the forefront.
At Eversource, you'll be working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts and New Hampshire. Our team of more than 10,000 dedicated employees is passionate about providing superior customer service; and we are committed to our communities, the environment, and each other. You’ll have a variety of opportunities to further your career, whether it’s in customer service, a corporate function or technical groups. Join us on this amazing journey to create a brighter future.
You will manage the day-to-day operational performance of the Call Center - primarily inbound and outbound customer calls. Ensure compliance with department goals, objectives, policies and procedures by setting performance objectives, selecting and implementing appropriate procedures, technologies and staffing for the Call Center. This role contributes to the Company by ensuring customer requests and inquiries are handled effectively across various inbound and outbound customer contact channels. Communicate and ensure standards are achieved in customer service, company, service quality and efficiency goals. Develop, motivate and empower supervisory team. Partner with internal and external business partners to ensure best practices are deployed, maintained and continuously improved to effectively support customer service goals.
Essential Functions:
Manage responses to routine and emergency conditions on gas and electric distribution systems.
Manage creation, maintenance and revision of department schedules to ensure proper site staffing levels 24 hours a day/7 days a week.
Analyze and identify opportunities to improve customer service by evaluating staffing options from a cost benefit, customer focused, call and correspondence volume/trends perspective. Identify impact on the business and establish appropriate staffing levels to meet service level agreements and goals.
Develop and implement best practices to achieve efficient and effective service.
Ensure effective supervision of team regarding performance, training, labor, disciplinary and administrative issues.
Monitor, evaluate and provide performance feedback to the Call Center team.
Ensure cohesive working relationships with bargaining units.
Qualifications:
Technical Knowledge/Skill:
Requires knowledge of Call Center operations and telephone equipment.
Familiarity with industry regulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements, policies and procedures; billing, credit & collection preferred.
Requires analytical, verbal, written, communication, customer service, interpersonal and negotiating skills.
Education:
Bachelor’s degree in Business,related discipline or equivalent experience.
Experience:
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Competencies:
Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability
Compensation and Benefits:
Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:
$152,960.00-$169,960.00Worker Type:
RegularNumber of Openings:
1Emergency Response:
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
EEO Statement:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
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