ICS Supervisor

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.

Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career

Job Description

We are looking for a talented individual…

To join our team as a Supervisor for Integrated Customer Services! As a Supervisor for Integrated Customer Services you will be responsible for the Integrated Customer Service team meeting deliverables through leading the specialist teams to provide exceptional customer service. Key markers for success in this role will include clear communication, experience/expertise in the energy industry

You’re a great fit if you can meet the following responsibilities and expectations:

Responsibilities:

• Ensure safe work environment
• Model the CLEAResult Culture Code
• Coach and mentor specialists and leads
• Provides and initiates solutions for KPI compliance
• Final line of support for ICS team and customer escalations
• Work with workforce management team for adequate staffing levels
• Monitor staff performance for quality assurance and training purposes.
• Complete QA activities and maintain specialist scorecard as required
• Act as of SME for a variety of product categories
• Contribute to process improvements in a team-based environment
• Other responsibilities as required

Expectations:

• Guide the growth and professional development of all your people.
• Ensure payroll, including hours billed, contractor timecards and Workday time entered is accurate and completed fully each week.
• Create monthly contests to drive performance improvement and team engagement.
• Monthly, assign Quality Reviews to be completed to the team of scorers. Complete Quality Reviews following the published Quality Review process. For Contact Center team members, follow daily Live Monitor expectations.
• Ensure daily morning update email to team, including CSRs/Processors and site leadership.
• Complete monthly, quarterly, and annual performance reviews for each of your people following process.
• Coach your people to improve individual and team performance. Work with HR to issue the appropriate disciplinary action.
• Own hiring decisions for team while adhering to budget parameters.
• Ensure reporting and documents are accurate, complete, and maintained. Work with Reporting as needed to update and correct reporting.
• Make sure your team understands program changes and that those changes have been successfully incorporated into processes, Knowledge base, and new hire training.
• Lead team huddles to share wins, Q&A, review any upcoming initiatives or policy changes review goals for next month, recognize new hires, new work, etc. These huddles should occur at least monthly.
• Create new campaigns or make revisions to existing campaigns including scripting changes, IVR configuration and recordings, dispositions/wrap up codes, skills, verify hours of operations/holidays, and test.
• Follow CLEAResult performance review process
• Work with your team to identify process and program improvement opportunities to increase customer satisfaction, increase efficiencies, or reduce cost. Present recommended solutions to Manager and collaborate on the implementation of those improvements.
• For Contact Center team members, Review gate performance in real-time and liaison with WFM to change skilling’s in real-time to improve answer rate and service levels. Provide feedback to WFM to ensure proper staffing of gates in the future.
• Identify necessary team trainings for new hires, cross-training, or additional skills training and work with Training Specialists to coordinate.
• Respond to Account Manager, Manager requests for more information within timeframe requested. Deliver routine reporting, call recordings, feedback by due date.
• Review team performance reporting daily to ensure all goals and standards are met.
• Contact Center Team meets performance standards daily:
  • At least 92% answer rate
  • 1 business day turnaround time on emails/voicemails
  • OR, goals outlined in contract by program

Exciting candidates will have:

• 4+ years experience in customer service and/or data entry
• 2+ years in a leadership role managing several direct reports
• Experience managing in a remote setting a plus
• Resourceful and energetic approach with all interactions
• Accurate computer keyboard and data entry skills
• Experience with Microsoft office applications
• Strong organizational skills with meticulous attention to detail
• Treat all team members with kindness
• Resilient attitude and adaptive to change
• Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities
• Ability to work flexible hours
• Bilingual English/Spanish a plus

The roles and responsibilities of supervisors are vital in ensuring the success and happiness of team members. Supervisors play a crucial role in various aspects, such as:

• Setting clear goals and objectives for their team.
• Planning and organizing work tasks, efficiently allocating resources and meeting deadlines.
• Providing guidance and support to team members, assisting in their skill development and helping them reach their full potential.
• Monitoring and evaluating the performance of team members, giving feedback and addressing any issues that may arise.
• Facilitating effective communication and collaboration within the team, ensuring alignment and shared goals.
• Managing conflicts and resolving any team issues that may arise.
• Taking responsibility for the overall success and performance of the team

Compensation Range

Currency

Type

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Sponsorship is not available for this position at this time. Successful hires must pass pre-employment checks.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.