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Madison Gas & Electric Manager Customer Center in Madison, Wisconsin

Manager Customer Center

Location

Madison

Job Category

Customer Service

# of openings

1

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POSITION PURPOSE

Madison Gas and Electric Company is seeking an experienced contact center leader to join our Customer Center management team. This individual will provide technical, analytical, and people leadership as we implement new technology and improve processes with a focus on maximizing efficiency, effectiveness, and customer satisfaction.

Essential Functions: (As defined under the Americans with Disabilities Act, these include the following responsibilities, minimum job knowledge, skills, and abilities. This is not necessarily an all-inclusive listing.)

DUTIES AND RESPONSIBILITIES

  • Manages Customer Center's daily operations and employees.

  • Manages complex and escalated calls, ensuring the highest level of customer satisfaction and issue resolution.

  • Performs quality assurance and performance management functions.

  • Identifies training needs and assists in developing and delivering training.

  • Evaluates and identifies opportunities for process and system improvements.

  • Assists in developing processes to drive successful implementation of new customer service programs and/or business functions.

  • Reviews new or proposed legislation and regulations which may impact the Customer Center.

  • Assists in planning for and implementing necessary changes in procedures and practices.

  • Ensures compliance with existing laws and regulations related to Customer Center processes and procedures.

  • Stays current with changing technology, developments, and best practices related to Customer Center and Credit and Collections processes and systems.

  • Serves on the on-call rotation for service outages and after-hours collection calls.

QUALIFICATIONS

Education and Experience

  • A Bachelor's degree with relevant major or equivalent work experience.

  • Previous management experience in a modern contact center environment.

  • Management experience within a Union environment a plus.

Knowledge and Skills

  • Strong knowledge of modern contact center operations, service standards, KPIs, systems, and tools.

  • Strong customer service orientation.

  • Excellent interpersonal and communication skills.

  • Advanced analytical and problem-solving skills.

  • Strong organizational skills with a keen attention to detail.

  • Advanced proficiency with MS Office applications (i.e., Word, Excel, Outlook, and PowerPoint).

  • Proficiency in using software to manipulate, organize, analyze, and present data (i.e., Excel, Access, SQL, R, SAS, SPSS, Tableau, Power BI, or similar).

  • Proven self-starter with a demonstrated ability to prioritize, multitask, and work well under pressure.

  • Able to work on-call after-hours on a rotating basis.

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