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WEC Energy Group · 1 day ago

Team Leader Customer Care Center

Waukesha, WI

Full-time

Onsite

Mid, Senior Level

$77K/yr - $115K/yr

3+ years exp

WEC Energy Group is one of the nation’s largest electric generation and distribution and natural gas delivery holding companies. The Team Leader of the Customer Contact Center is responsible for supervising operations and staff to ensure excellent customer service and limit company liability in various situations.

EnergyEnergy EfficiencyRenewable Energy

No H1B

U.S. Citizen Only

Responsibilities

Lead a 24x7 emergency contact center operation. Responsible for floor manager, day and night, along with duty and back-up duty supervision on a rotating basis to provide 24x7 management support

Lead a team of 15-18 Customer Consultants, Business Consultants or Telecollectors

Provide coaching, counseling, discipline, training and development to team members. Establish performance management and development plans yearly to review with team members bi-monthly. Regularly monitor performance, reinforce expectations, evaluate and communicate to team members monthly or more often as needed

Responsible for participating in center reviews, call calibration/monitoring and escalated call handling

Expertise necessary to administer policies such as attendance, EEO, workplace harassment, safety policies, etc

Qualification

Customer service managementTelephony knowledgeLeadership experienceWorkforce managementTeam buildingCoaching skillsPerformance managementTrainingDevelopmentDesktop applications