Job Description:
NextEra Energy is seeking a highly experienced Online Call Center Manager to join our team in Austin, Texas. As the Online Call Center Manager, you will be responsible for overseeing the operations of our online call center, ensuring exceptional customer service and maximizing efficiency.
Responsibilities:1. Manage a team of online customer service representatives, providing leadership and guidance.2. Develop and implement strategies to improve customer satisfaction and retention.3. Monitor and analyze call center metrics, making adjustments as needed to meet performance goals.4. Collaborate with other departments to address customer issues and improve overall processes.5. Train and onboard new team members, ensuring they understand company policies and procedures.6. Handle escalated customer inquiries or complaints, resolving them in a timely and professional manner.7. Implement technologies and tools to streamline call center operations and enhance the customer experience.8. Stay up-to-date on industry trends and best practices in call center management.
Requirements:1. Bachelor's degree in Business Administration or a related field.2. Minimum of 8 years of experience in call center management.3. Strong leadership skills and the ability to motivate and inspire a team.4. Excellent project management skills, with the ability to prioritize and manage multiple tasks simultaneously.5. Resilient and resourceful mindset, able to adapt to changing circumstances and address challenges effectively.6. Proficiency in Microsoft Office and call center software.7. Excellent communication skills, both written and verbal.8. Ability to work in a fast-paced environment and make decisions under pressure.
Benefits:- Paid overtime- Profit sharing- Life insurance
Working Environment:At NextEra Energy, we foster a culture of ongoing learning and development to support the personal and professional growth of our employees. We provide opportunities for training and advancement, as well as a supportive work environment.
Equal Opportunity Statement:NextEra Energy is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, or any other protected characteristic.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
