Avangrid Call Center Policy & QA Manager in Houston, Texas
Call Center Policy & QA Manager
Company: IBERDROLA SOLUTIONS LLC
Houston, TX, US
Iberdrola is a global energy leader, the number one producer of wind power, and one of the world's biggest electricity utilities in terms of market capitalisation. The group supplies energy to almost 100 million people in dozens of countries including Spain, the United Kingdom (ScottishPower), the United States (AVANGRID), Brazil (Neoenergia), Mexico, Germany, Portugal, Italy and France, with a workforce of more than 35,000 people.
Iberdrola is leading the transition towards a sustainable energy model through its investments in renewable energy, smart grids, large-scale energy storage and digital transformation, to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to sustainability and the fight against climate change.
Iberdrola’s newly created Retail e-Solutions organization is seeking talented candidates who are passionate about innovation, green energy and delivering smart customer solutions. We are seeking self-driven, passionate and ambitious individuals to join our fast paced, dynamic organization. Now is the best time to join our company and grow your career with us.
Iberdrola USA is looking for a skilled Call Center Policy and Quality Assurance Manger to join our growing team. This newly created position, reporting to the Director of Customer Services will lead and establish Call Center policy and quality objectives, provide CSRs with opportunities to expand their knowledge of our services, products, and troubleshooting techniques, and focus on improving performance and processes to better support our customers. You should have exceptional communication, interpersonal, and customer service skills, as well as, comprehensive knowledge of company policies and offerings.
To be a successful Call Center Policy and Quality Assurance Manager, you need to be an all-around professional and take pride in improving the overall call center practices. You should be observant and detail-oriented and possess an understanding of the Deregulated Electricity Market, the products and services offering, and the issues CSRs are facing on the floor.
• Leading the policy writing, process documentation, training and quality assuring, and issue resolution efforts in the call center.• Maintaining the global perspective of the regulation and legislation. Be the main policy writer. Working closely with the managers to facilitate the policy and procedures that can achieve the quality goals through the effective collaboration and support.• Managing Policy Specialist on developing policy, job aide, training materials and call grading standard.• Participating in team meetings. Asking questions to better understand the calls Service Agents are receiving. Educating and coaching workers regarding processes and practices and explaining expectations to employees.• Directly interface with Iberdrola USA Presidents/CEOs, Directors and Managers to resolve individual specific inquiries.• Manage the proper review and resolution of customer complaints in a timely manner, in full compliance with all required state-specific regulatory protocols.• Researching, resolving and expediting issue escalation when necessary.• File required regulatory documents on customer complaints, following local mandates.• Develop and maintain databases for analysis of trends and tracking on customer-specific issues.• Leading the member resolution and supporting the knowledge management efforts.• Building and maintaining the quality / agent scorecard.• Training Call Center agents in Customer Service, Call Center best practices and perspectives.• Taking on other tasks or projects to support employees, other managers, and call center operations.• Engage in ongoing benchmarking of best practices around the customer experience globally within Iberdrola USA.
Additional Responsibilities:• Directly support and assist with the development of collections strategies to minimize bad debt expense and to ensure operational compliance with local regulatory requirements.• Participate/Lead group initiatives for Iberdrola USA.• Directly support Iberdrola USA and 3rd party vendors for all regulatory needs related to complaints and service quality.
Skills and Requirements
• High School Diploma or equivalent.• 3+ years of experience in a Call Center environment at the managerial capacity, establishing policy and procedure, call monitoring and coaching, and developing knowledge management capability.• 3+ years of experience in advanced complaint resolution.• Experience in training the Service Agents.• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.• Proficient with Office 365 products such as Outlook, Word, PowerPoint and Excel.• Knowledge of management principles and familiarity with Deregulated Electricity Market, services, and policies.• Experience with state regulatory processes for customer complaints.• Polite, professional phone voice.• Highest personal integrity.
Preferred Qualifications / Profile:• Associates or Bachelor’s degree.• Excellent ability to collaborate and foster strong business working relationships at all levels directly with professionalism: with executives, front line staff, regulators and with vendors.• Proficiency with Salesforce CRM, Salesforce Knowledge and iSigma CRM, including computers, software applications, phone systems, and Member Portal.• Bilingual in Spanish.• Familiar with Public Utility Commission of Texas guidelines and policies.• Ability to multitask, think out of the box problem solver.• Experience working with geographically – dispersed professional staff.• Exposure to process improvement, quality management, and project management methodology.• Customer oriented mindset, Passion for optimizing the customer experience.• Ability to turn a dissatisfied customer into a highly satisfied customer.• Excellent verbal and written communication skills.• Self-discipline and abilities to handle multiple projects while meeting the deadlines.• Flexible, efficient, have the can-do spirit.• Change management experience. • Ability to travel.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link (https://www.eeoc.gov/employers/upload/posterscreenreader_optimized.pdf)
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