Manager, Customer Care & Support Center - Oahu, Maui, Hawaii

We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

 

Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

 

Applications will be screened based on the information provided; in order to assist us in determining qualifications, please upload a current resume and take some time to update your employment information, certifications, etc. The information will flow over to your profile.

 

Posting End Date: This position will remain open until filled. Early applications are highly encouraged. 

 

BRIEF POSTING DESCRIPTION:

The P CC CUSTOMER RELATIONS ADMIN Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island. (Role: Manager Supervisor)

 

JOB FUNCTION:

Responsible for an effective operation and continuous process improvement throughout the customer care & support center by providing leadership, direction, and motivation to the workforce. Leads improvements within the call center that support the Company’s strategic objectives and goals; with an emphasis on customer care, quality assurance, workforce planning, first call resolution, recruiting, coaching and training.

 

ESSENTIAL FUNCTIONS:

• Provides effective leadership to the department and develops and maintains a high- performance team of direct reports (supervisors) and personnel. Develops and executes operational strategies that foster a culture of innovation, continuous improvement and customer experience, by employing various methodologies:  needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements and behaviors to forecast and predict emerging trends. Manages customer care performance reports by collecting, analyzing, and summarizing data and trends. Manages performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Plans, prioritizes, develops and implements short, mid and long-term strategic business plans, programs, processes and initiatives that improve operations.   Develops, implements and maintains effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level goals. Ensures that the department strategic plan responds to the changes in the Company’s business environment; identifies and recommends strategic plan changes, as appropriate. Determines division’s present and forecasted operational and resource needs for budgeting purposes.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
• Enforces established credit policies and procedures to minimize company’s outstanding receivables effectively and efficiently.
• Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

 

BASIC QUALIFICATIONS:

Knowledge Requirements

• Thorough knowledge of the principles of accounting normally acquired through college level accounting courses or equivalent experience.
• Thorough knowledge of the customer billing system.                   
• Thorough knowledge of credit and collection principles and law.
• Working knowledge and practice in communication principles and change cycle management.
• Working knowledge of internet, web, personal computers and mainframe systems and related software applications such as spreadsheets, word processing, etc.