Supv Cust Svc at Ameren Services Company in St. Louis, Missouri

Job Description:

If end date is listed, the posting will come down at 12:00 am on that date:Friday December 10, 2021

About The Position

The reporting location for this position can be Jefferson City or St. Louis contact center.

The Supervisor Customer Service reports to the Manager Customer Service. The individual is responsible for the assignment of work to, and direction of, a team of Customer Care Advisors, as well as day-to-day operations of a 24 hour contact center (with a peer group of other supervisors). The individual also resolves escalated customer issues and serves as a resource to employees within the organization.

Key responsibilities include: Supervise a team of Customer Care Advisors by evaluating standard contact center performance measurements (schedule adherence, after call work time, hold time,AUX use, etc.), quality monitoring, and adherence to departmental/company policy. Supervise a team of Customer Care Leaders who handle escalated customer calls. Develop team members through call monitoring, coaching, supporting employee performance improvement initiatives (performance labs, training). Resolve escalated customer issues and maintain availability to assist representatives and customers alike. Run the daily operations of the contact center through daily interaction with employees, assuming "duty" supervisor coverage for off-hours, etc. Coordinate contact center hiring and training. Oversee the education, training, mentoring, coaching, and employee development systems for the customer contact centers' employees in coordination with Ameren Missouri's training group. This includes basic training for new hires and continuous education for regular employees. Work closely with the outsource group of the contact center which includes assisting with new hire and refresher training, staffing, coaching, ensuring adherence to our department/company policies, attending calibration sessions to ensure consistency among advisors; assisting with problem solving of technical and operational issues. Collaborate with other supervisors on elements of call coaching Lead and/or support events to improve agent performance issues. Represent the Company at rate case hearings, company sponsored and community events and with local business leaders to provide information and maintain good public relations. Oversee the discipline process up to and including written reprimand. (Should work closely with immediate supervisor and Labor Relations to ensure consistency. Discipline greater than a written reprimand requires Manager or Director approval.) Oversee 1st step grievances on behalf of the department. Recognize/identify opportunities for department and organizational process improvements and share with direct supervision for review and possible implementation.

Qualifications
Bachelor of Science or Arts Degree from an accredited college or university required. Business and/or related specialty (computer related or communication) preferred. MBA or advanced coursework a plus. Five or more years of relevant customer service experience required. Contact center experience preferred. Previous supervisory or team leadership experience preferred.

In addition to the above qualifications, the successful candidate will demonstrate:
Proficiency with MS Office Suite of applications required. Proficiency with internal systems (CSS, CRM, Interaction Desktop/Business Manager, etc.). Proven ability to be a team player and foster a team environment. Ability to communicate and collaborate in meetings and individual interactions. Demonstrated ability to create a cooperative, cohesive, and consistent work environment. Ability to think critically, adapt quickly and provide innovative solutions to challenges

Additional Information
The Supervisor, Customer Service works a standard day shift and has the option to work remotely. Occasional local and overnight travel is required. Must be available after normal business hours to fulfill project requirements and during major outages on an as-needed basis. Ameren's selection process includes a series of interviews and may include candidate testing and/or an individual aptitude or skill-based assessment. Specific details will be provided to qualified candidates.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.