Team Leader Customer Care Center

WBS, a subsidiary of WEC Energy Group, is seeking a Team Leader Customer Care Center in our Milwaukee, Wisconsin, Green Bay WI, or Chicago IL locations. 

Job Summary

 

The role of the Team Leader of the Customer Contact Center (CCC) is to supervise CCC operations and staff to ensure excellent customer service and limit company liability and risk in storm, collections and emergency situations.

Job Responsibilities

 

• Lead in a 24x7 care center operations. Responsible to provide coverage as needed to support care center internal and third party teams
• Lead multiple third party vendor teams of consultants supporting residential and business customers across multiple jurisdictions 
• Monitoring, evaluating team performance, providing learning or coaching opportunities.
• Drives continuous improvement through reporting analysis and metrics management.
• Provides process direction and support to ensure performance expectations are met.
• Gather, review and analyze business metrics, and other key metrics to identify opportunities for process improvement 
• Create reports, dashboards to improve care center performance.
• Provide coaching, counseling, discipline, training and development to team members. 
• Establish performance management and development plans for employees and contractors. Regularly monitor performance, reinforce expectations, evaluate and communicate to team members 
• Responsible for participating in center reviews, call calibration/monitoring and escalated call handling.
• Demonstrate a commitment, focus and follow-through in customer service, meets and exceeds expectations by solving complex problems and/or escalation
• Expertise necessary to administer company policies such as attendance, EEO, workplace harassment, safety policies, etc.

Minimum Experience Required

 

Education:

 

• Bachelors or Associate degree. Candidates that possess the experiential requirement in lieu of a degree will be considered.

 

Experience:

 

• 3-4 years experience in direct marketing or inbound/outbound customer center (100+ seats) operation experience and/or credit call center management.
• Experience in leadership and people development including contact quality and performance measurements.
• Experience in team building and coaching.
• Experience/advanced knowledge in telephony and workforce management.
• Experience/advanced knowledge in customer programs and desktop applications.

Preferred Qualifications

 

• Prior people leadership experience in a care center environment. 

 

End Date: 04/29/2024

We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.

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WEC Energy Group and its subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected class.

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