Call Center Manager

JOB TITLE: Call Center Manager

Location: North Fort Myers, FL

Work Hours: M-F 8:00am - 5:00pm

Our benefits include:

• Company-wide annual incentive plan
• Medical, vision and dental insurance
• 401(k) plan with a generous 6% company match
• Company funded Pension Plan
• On-site wellness/medical facility
• Company paid Short & Long-Term Disability insurance
• Health Savings Account with an employer contribution
• Flexible Spending Accounts
• Paid time off and paid holidays
• Wellness program with financial rewards
• Tuition reimbursement
• Group life insurance
• Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 250,000 members throughout a five-county service territory located in Southwest Florida. We employ approximately 460 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

Position Summary: The position is responsible for managing the Member Care Centers, which includes North Fort Myers, Immokalee and any outsourced operations, for all member interactions, including phone, email, internet, walk-ins, payments, notifications, escalations, and exceptions to ensure a consistently high-quality member experience.

Position Responsibilities

• Manage the resourcing of all omni channels to ensure a consistently high-quality member experience and efficient utilization of our resources.
• Formulate budgets for Member Care Center and maintains associated contracts with vendors to ensure compliance and protection of LCEC assets per corporate policies.
• Meet defined Service Standards and costs.
• Manage the member experience, tracking effectiveness, quality of service, and cost per activity.
• Manage the emergency-restoration and disaster-recovery response for the Member Care Center.
• Manage the hiring and progression process for the Member Care Center positions, adhere to long and short range plans, and track effectiveness of hiring agents.
• Manage any Member Care Center-related projects including scheduling, project management, contracting for and procuring resources, resolving variances, and managing the budget.
• Manage, develop, and maintain effective organizational structures to insure the proper staffing and schedule-coverage levels to anticipate fluctuations in IVR traffic to provide excellent member service.
• Provide vision and leadership on strategic initiatives that benefit LCEC, Member Services, and the overall member experience, especially pertaining to process improvement, new technologies, or modifications to enhance call center's processes and systems.
• Deliver presentations and collaborate with member groups.
• Actively participate in local community initiatives, foundations, and services.
• Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.
• Perform other related duties as assigned.
• Support Storm Restoration efforts when needed. Work in emergency storm situations (i.e. hurricanes) and work long hours (>12 hours per day) for many continuous days/weeks as needed.

Education

• Bachelor's Degree Business, Leadership, or related field (Required) or
• 8-10 years Call Center Leadership experience (Required)
• Master's Degree Business-related field (Preferred)

Experience

• 10+ to 15 Years progressive experience in Customer Care Operations. (Required)
• 10+ to 15 Years experience with a Customer Information System. (Required)
• 7+ to 10 Years increasingly responsible experience in a leadership role overseeing Customer Care Operations. (Required)
• 5+ to 7 Years direct experience with customer escalations. (Required)
• 5+ to 7 Years experience in supervisory leadership role overseeing customer care representative and customer interactions. (Required)

Knowledge, Skills, and Abilities

• Proven collaborative employee-relations experience. (Required)
• Proven ability to develop strategic initiatives to support the needs of the business. (Required)
• Proven ability to effectively manage multiple priorities. (Required)
• Effective communications skills at all levels in the organization. (Required)
• Good financial analytical skills. (Required)
• Proven track record of providing leadership to meet established goals and foster an environment of continuous improvement and professional development. (Required)

Additional Licenses and Certifications

• Professional Care Management certification (Preferred)
• Six Sigma or process-improvement certification (Preferred)

Physical Demands and Working Environment: The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands:

Standing Occasionally,
Walking Occasionally,
Sitting Constantly,
Lifting Rarely,
Carrying Rarely,
Pushing Rarely,
Pulling Rarely,
Climbing Rarely,
Balancing Rarely,
Stooping Rarely,
Kneeling Rarely,
Crouching Rarely,
Crawling Rarely,
Reaching Rarely,
Handling Occasionally,
Grasping Occasionally,
Feeling Rarely,
Talking Constantly,
Hearing Constantly,
Repetitive Motions Frequently,
Eye/Hand/Foot Coordination Frequently.

• Working Environment: Frequently Air-conditioned office environment, Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.

STORM DUTY REQUIREMENTS.... Responding to storms may be considered a condition of employment: LCEC provides critical services to our community during an emergency. Employees may be required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.