Call Center Supervisor- Kankakee, Il

At Aqua, a subsidiary of Essential Utilities, Inc., we know that water is a precious resource – one that plays a critical role in sustaining life. That’s why we take seriously our mission: protecting and providing Earth’s most essential resource. At Aqua, we are guided by a set of principles that embody the character of our company and inspire our work together. They are embedded within our business practices and our behavior. We are proud to be united by integrity, respect and the pursuit of excellence to be the best we can be for the customers and communities we serve.

Together, the women and men of Aqua, a subsidiary of Essential Utilities, Inc. serve 1 million customers across eight states. Aqua uses science, technology, capital investments, and amazing talent to provide communities with clean, safe drinking water and responsibly return wastewater to our rivers and streams. Join our team and make a difference!

*JOB SUMMARY:
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Are you looking for a fantastic career at Aqua? We have an exciting opportunity for a Call Center Supervisor reporting to the Call Center Manage. This role is responsible for the supervision and daily activities of the customer service representative team within your Call Center site to ensure a high-level of customer satisfaction is being met while maintaining key operational metrics. This individual is responsible for ensuring daily service level goals are met, quality standards are adhered to, and appropriate staff levels are in place to meet call volume.

ESSENTIAL DUTIES:

• Directly manage day to day activities of Customer Service Representatives who are handling customer calls in a high call volume environment.

• Oversee daily activities of the Call Center by supporting, following and promoting standardized procedures.

• Promote positive communication and build cross-functional relationships across the Aqua Customer Operations teams and other departments.

• Manage established polices in conjunction with the Human Resources department. Responsible for the reporting, compliance and adherence to these policies.

• Identify, establish, and communicate call center key performance indicators to meet customer-related performance requirements. Ensure that Company policy, procedures, programs, standards of performance and objectives are adhered to and achieved and identify areas of improvement.

• Create and maintain a working environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment to performance and develops a culture of employee empowerment.

• Promote and utilize Workforce Management resources.

• Audit and approve bi-weekly time sheet submissions.

• Prepare reports and monitor productivity for all phases of team level call center activities.

• Handle complex customer inquiries when Supervisor assistance is required.

• Identify, implement and apply principles of conflict resolution within call center team.

• Evaluate current processes and services to provide information and recommendations to manager to maximize customer satisfaction.

• In the absence of the call center site manager this role may serve as the group representative in meetings.

• Work as an escalation point of contact for internal and external Aqua customers.

• Conduct ongoing effective performance for direct reports. This includes communicating organizational and team objectives and identifying direct reports strengths and development needs to meet current and future needs.

• Assists site manager in maintaining the call center building ensuring working condition suitability, building maintenance requirements, and security for employees and company assets are met.

• Interviews, hires, sets high performance standards and manages performance in accordance with all applicable HR policies and procedures. Creates an energized work environment, fostering an atmosphere that enables employee trust and engagement. Inspires confidence and motivates others to perform at their best. Develops and coaches staff while effectively addressing performance issues.

• Perform all other tasks or special functions as directed by the site manager.

QUALIFICATIONS:

• BA/BS Degree required.

• Must have two or more years of experience in customer service or business-related activities, with managerial experience.

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent written and verbal communications skills; communicate effectively (clearly, concisely and professionally) with internal customers

• Strong customer service skills

• Ability to work well under pressure

• Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment

• A team player able to work effectively in a team fostered multi-tasking environment

• Candidate should have successful business planning abilities.

• Preferred candidates that have state-of-the-art experience with Call Center technology (CIS, ACD, IVR, WFM tools, social media, websites etc.) and demonstrated experience with solving complex and difficult problems associated with merging/sharing resources between multiple locations.

WORKING CONDITI O NS/PHYSICAL DEMANDS:

• Perform sedentary work- exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Aqua, a subsidiary of Essential Utilities, Inc. is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.

Aqua, a subsidiary of Essential Utilities, Inc. is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).

Job Type: Full-time

Education:

• Bachelor's (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer Service: 3 years (Preferred)