Call Center Supervisor/Trainer

Energy Federation, Inc., is a leader in the energy efficiency field.  We believe it is essential to encourage environmentally benign and sustainable use of our planet's limited energy and water resources. Through the distribution of resource conserving products and the provision of objective, accurate information, we strive to assist people in their efforts to use energy and water efficiently.

Position Overview: 

This position is responsible for supervising and training a group of Customer Service Representatives at Energy Federation, Inc.'s call center in Westborough, MA.  

The Supervisor is charged with evaluating the day-to-day operating effectiveness of a contact center; establishing, monitoring and implementing service and performance standards; training, coaching, retaining and evaluating representatives, and interfacing with customers and other departments as required.

The position also serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. 

Responsibilities:

• Work with Customer Service Manager to oversee a staff of 15 to 25
• Assess staff performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth.
• Balance and oversee the various administrative tasks with the demands of call volume and various performance metrics
• Conduct monthly one-on-one sessions with employees to review monthly performance data and to provide feedback.
• Motivate Representatives and provide/recommend training and coaching to enhance performance.
• Prepare and deliver regular performance evaluations and disciplinary action when necessary.
• Provide direction to employees regarding operational issues. Develop, support and manage team and department goals and set expectations with Customer Service Representatives for Key Performance Indicators and hold accountable.
• Review attendance, punctuality and time off. 
• Support scheduling activities and schedule adherence.
• Regularly monitor Representative and Customer interactions to ensure quality service.
• Coordinate call queues (groups), shifting appropriate resources or activities when necessary.
• Conduct team meetings.
• Participate in recruiting and retention activities as needed.
• Help to create departmental policies and procedures, and effectively communicate changes as they arise.
• Complete specialized projects as assigned by the manager, and maintain good working relationships with other areas of the business.
• Responsible for closing the call center and insuring readiness for the following day's opening

Qualifications:

• 2-3 years successful supervisory experience in a call center environment
• Ability to work 11 AM to 8 PM
• Ability to work alternating Saturday shifts.
• Ability to be effective in an evolving contact center environment.
• Proven ability to motivate and lead teams to success
• Proven experience with call center technologies/ practices and methodologies
• Exceptional customer service standards
• Excellent writing skills
• Willingness to support EFI's mission statement 
• Bachelors Degree desired, but not required

Compensation: Energy Federation, Inc offers an outstanding benefit package including medical, dental, disability, life insurance and 401k. 

This is an excellent opportunity to grow with a leader in the dynamic field of energy efficiency.

To Apply:

Please mail, fax or email cover letter, resume and salary requirements.

Human Resources            
Energy Federation, Inc 
40 Washington Street, Suite 2000  
Westborough, MA 01581

Energy Federation, Inc. is an equal opportunity employer.