Sunday , April 14 2024

Cal Water Jobs in Bakersfield – Regional Customer Center Manager

Website California Water Service Company

Job Description:

Regional Customer Center Manager (RCCM) will manage the daily Regional Customer Center operations for one of the designated California Water service centers. The RCCM will ensure that his/her team provides quality customer service, performs at the level needed to meet internal and external metrics and enforces company policies and procedures.

Job Responsibilities:

  • Works cross-functionally with other departments and across various departments
  • Investigates and responds to customer CPUC complaints
  • Manages a team of Customer Service Representatives and Customer Service Supervisor, day to day activities
  • Conducts effective resource planning to maximize group productivity
  • Ensures all staff is fully trained. Provides ongoing coaching to maintain quality standards
  • Maintains an active role in hiring, training, and supporting the Call Center team
  • Acts as a resource to assist CSRs with questions, call escalations, and complex issues
  • Ensures company Key Performance Indicators (KPI’s) for customer service standards are met
  • Participates in team meetings, project meetings, and future expansion initiatives as needed
  • Responsible for overall team performance including analyzing the call center reports, and operational data to suggest needed improvements to improve overall workflow and customer experience
  • Reviews and approves customer account adjustments as required
  • Reviews call-center statistics to manage and balance queue coverage, ensuring operational duties/tasks are met within the required timeframes
  • Responsible for creating reports including analysis to project justifications, service improvements, capital projects, and performance management

Job Requirements:

  • Reliable and results-driven professional
  • Prior in-district experience preferred
  • Strong understanding of managing teams in a call center environment
  • Analytical, able to analyze call center reporting, and data to make decisions to support corporate and regulatory service level goals
  • Exceptional interpersonal skills, strong coaching, and ability to motivate staff
  • Highly detailed oriented
  • Strong understanding of customer service metrics and call center reporting data
  • Excellent organizational and leadership skills with a problem-solving ability
  • Ability to manage multiple projects, competing priorities, and deadlines
  • Able to adapt to an ever-changing environment, open to change
  • Knowledge of performance management
  • Strong communication skills; must be able to effectively and clearly communicate with internal and external customers

Qualification & Experience:

  • Bachelor’s degree in a relevant field and/or equivalent transferrable work experience
  • Five years in a supervisory role or similar position

Job Details:

Company: California Water Service Company

Vacancy Type:  Full Time

Job Location: Bakersfield, CA, US

Application Deadline: N/A

Apply Here