Manager, Customer Operations Team

Position Overview 

Delta Utilities is seeking a dynamic leader with a proven track record leading a high performing team of representatives in a contact center environment, the role will be responsible for the ongoing development of team members and fostering a culture of continuous improvement that drives a best-in-class customer experience. 

The ideal candidate will be a visible leader to their team modeling customer-centric behaviors aligned with Delta Utilities mission and values.  This is a full-time position based in New Orleans, Louisiana. 

Key Responsibilities

• Promotes a fair, consistent, and positive work environment that continuously builds team member commitment and trust.
• Facilitates regularly scheduled one-on-one meetings, team huddles and performance reviews; skilled in tailoring feedback and delivering tough messages to improve individual performance.
• Drive and measure performance of service and collection teams to meet daily and monthly goals.
• Analyze and interpret data from different sources to find areas of opportunity where coaching can be provided.
• Foster an environment of continuous improvement by evaluating processes and procedures that improve operational effectiveness and efficiency.
• Manage change in a way that reduces the concern experienced by customers, remove roadblocks preventing front line team members from supporting our customers on the first call.
• Provide clear direction to team members to align team with organization strategies and initiatives.
• Identify top talent and conduct interviews for the Customer Support Organization.
• Ability to independently resolve escalated or complex cases and effectively de-escalate customer calls.
• Performs related job duties as assigned and required.

Qualifications

• Equivalent combination of education and/or professional business experience required.
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• 3 years in leadership capacity
• 3 years of Inbound Customer Support or Outbound collections/appointment setting
• Strong leadership skills to effectively oversee, motivate, and inspire a team.
• Excellent communication abilities to interact with both team members, customers and client
• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired         results
• Strong knowledge of key functional areas including workforce management, performance management, process           improvement, quality assurance, contact center technology, and reporting.

About Delta Utilities 

Delta Utilities is a leading natural gas utility with a focus on safe, dependable service to customers. Headquartered in New Orleans, Louisiana, the utility will serve nearly 600,000 customers and become one of the leading natural gas providers in Louisiana and Mississippi and among the top 40 providers in the United States. 

In 2023, Entergy announced that it had entered into an agreement with Delta Utilities to sell its Louisiana gas distribution business. The natural gas utility currently serves more than 200,000 customers across East Baton Rouge and Orleans parishes. In February 2024, Delta Utilities entered into an agreement with CenterPoint Energy to acquire its Louisiana and Mississippi natural gas businesses, which currently serve approximately 381,000 customers. Once the transactions are complete, Entergy's Louisiana natural gas operations and CenterPoint Energy's Louisiana and Mississippi natural gas systems will be operated by Delta Utilities. Learn more: https://deltautilities.com/ 

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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