Contact Center Supervisor/Tier 2 Customer Care Support

Job Family:

Business Operations

Travel Required:

Up to 25%

Clearance Required:

None

Overview

Guidehouse is a leading management consulting firm serving the public and commercial markets.  We guide our clients forward towards new futures that build trust in society and your professional skills along the journey.  Join us at Guidehouse.

  

Our dedicated team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through the State of Georgia’s Home Energy Rebates Program for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants (residents/consumers and contractors) and other program partners.

The Contact Center Supervisor position will be 100% onsite, Monday through Friday based out of our San Antonio office. No remote work. Shift for this position between the hours of 8:00 AM - 5:00 PM CST.

What You Will Do:
The Contact Center Supervisor is responsible for overseeing the daily operations of the Contact Center for the Georgia Home Energy Rebates Program) and the management of the Contact Center staff (Agents)inclusive of on-site staff when applicable.  A Contact Center Supervisor is an extension of a client’s business office staff. This position is responsible for developing, implementing, managing and meeting or exceeding the Operational goals of our clients and Company. This may include overlapping related business activities. The Contact Center Supervisor will and may work closely with Managing Consultants, Operations Managers to apply new and emerging approaches to our clients’ business processes. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job-related duties as assigned.

Essential Job Functions:

• Provide daily workload management and supervision for Contact Center Agents
• Conduct weekly team meetings to ensure the ongoing understanding of client and company priorities and expectation
• Ensure Contact Center Agent and project compliance as well as adherence to company/client standards and communicate issues of non-compliance to Operations Manager
• Monitor Contact Center Agent performance to ensure they meet or exceed established productivity goals
• Monitor Contact Center Agent phone calls, routinely QC escalation documentation and Agent notes to ensure adherence to project expectations as well as to provide routine feedback and identify opportunities for improvement
• Conduct Tier 2 level outreach for issues that require escalation or higher degree of support and take “supervisor” calls when a Contact Center Agent needs assistance with a caller
• Monitor Contact Center Agent attendance and punctuality
• Provide onboarding and training for new Contact Center Agents
• Support on-going professional development and continuous improvement for Contact Center Agents, including development of and updates to program resources and providing individual coaching, feedback, and monthly performance reviews
• Conduct disciplinary counseling including performance improvement plans as required
• Complete annual evaluation of staff
• Review, analyze, and report metrics to understand call volume, call disposition, average handle time, etc. and recommend enhancements to metrics as needed
• Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client
• Coordinate and conduct interviews of potential new hires and bring recommendations to Operations Manager, as needed
• Works with management in developing new policies and procedures
• Promote teamwork and a positive work environment
• Possible travel

What You Will Need:

• Requires a university degree and 5 years of prior relevant experience. (9 years relevant experience may be substituted for formal education or advanced degree)
• Relevant supervisory experience coming from a grants management program, professional business services or an outsourcing company.
• PC skills in a Windows environment.
• Knowledge and utilization of desktop applications.
• Ability to initiate and follow through on projects and work independently.
• Strong written and verbal communication skills.
• Ability to review, interpret, and make actionable recommendations based off data and analytics

What Would Be Nic