Contact Center Supervisor

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.

Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

Job Summary

Directly supervises a team of call center agents, leads and professionals.

Essential Functions

• Observes, develops, coaches and manages call center employee performance by clearly establishing and communicating sales and service quality expectations, standards of performance, and providing on-going feedback and interaction focused on individual development strategies.
• Provides clear direction for individuals and teams by defining priorities, customer experience expectations, setting sales and performance goals, establishing controls and planning resources to achieve efficient, cost-effective operations with a focus on customer satisfaction, continuous improvement, quality and business growth.
• Initiates strategies and develops and monitors tactical plans to improve organization/operational effectiveness, build and maintain a sales culture, provide solution based selling skills and ensure customer satisfaction.
• Analyzes call quality and other channel statistics/metrics, customer satisfaction results, and work flow to develop action plans aimed at improving individual, team and overall call center performance.
• Continually collaborates with others to identify and recommend strategies to improve upon performance results, customer satisfaction, customer valued solutions, and create/maintain a strong customer value platform through various channels, in a cost-effective manner.
• In liaison with Human Resources ensure all HR issues are handled professionally; including recruitment, deployment, training, and disciplinary procedures.
• Ensure direct reports comply with Contact Center Guidelines and Expectations.
• Monitor and track individual employee absenteeism rate and scheduled adherence violations. Take the appropriate action based on the facts and circumstances.
• Conduct one-on-one performance appraisals on an ongoing basis.
• Resolves problems with customers when supervisory representative is required or requested.
• Partners with Workforce Management to assess staffing needs and assign overtime and shift variances as needed.
• Working knowledge of CIS transactions and knowledge of Business Units that interact with Customer Service organization.
  
  
  

Additional Essential Functions

• Assist in implementing workload plans, staffing plans and work shift schedules, which optimize the utilization of resources to meet performance goals and objectives.
• Works as part of a cohesive team with managers and support departments to develop comprehensive plans, programs and business processes that provide support to the call center professionals and enhance operational efficiency
• Standard workdays are Monday through Friday with occasional weekend work to meet business needs.
• Call Center hours are 7:00 a.m. to 7:00 p.m. with Supervisor supporting opening and closing hours on a rotating basis.
  
  
  

Education Description

• Bachelor’s degree required
• Will consider relevant job-related CenterPoint Energy experience for non-degree candidates
  
  
  

Experience

• 5 years of relevant work experience required.
  
  
  

We want you to know

Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.

Diversity, Equity and Inclusion

CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

What We Bring To You

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
  
  
  

Job Type: Full Time

Posting Start Date: 12/13/2024

Posting End Date: 12/31/2024

This contractor and subcontractor shall abide by the requirements of 41 CFR

• 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.