Manager, Customer Care - Support Team
Core
Lead customer care operations and develop front-line support teams within a complex utility environment to optimize service quality and operational efficiency.
Role type
Manager, Customer Care Operations
Builds
Contact center operations, service delivery processes, and team performance outcomes
Domain
Utilities (electricity/energy) + Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, Performance management, Operational strategy, Data analysis, Process improvement, Change management, Stakeholder collaboration, Regulatory compliance knowledge, Contact center operations expertise, Microsoft Office proficiency
Preferred skills
Experience with Genesys, CIS, and Vertex systems, Knowledge of hybrid work models, Safety leadership principles
Responsibilities
Lead, coach, and mentor front-line Service Consultants and team leads; Establish SMART performance objectives and monitor team results; Contribute to customer care strategies and operational priorities; Strengthen collaboration among managers and cross-functional stakeholders; Monitor, analyze, and report on performance metrics; Provide technical expertise for customer care efficiency projects; Review and implement changes to contact center processes and policies; Oversee inbound contact center operations including regulated services and escalations; Lead recruitment and onboarding activities; Research and apply customer care best practices; Act as a change champion for new processes; Maintain strong stakeholder relationships.
Seniority
Manager, hands-on leadership
