Manager – Customer Care Center (CMP 59413) Augusta, ME in Augusta, ME at Avangrid

Date Posted: 7/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Augusta, ME
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Publication date: 26.03.2018
REFERENCE: 5090225301

Company: Central Maine Power (CMP)
Department: Customer Relations Center
Job Title: Manager - Customer Care Center
Reports to: Director - Customer Care
Location: Augusta, ME
Cross Company Responsibility: No

Business and Department
CMP-ME-Augusta General Office


Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Responsible for providing strategic leadership and oversight of the Maine Customer Care contact center to ensure
customers are provided with consistent, high quality service. Directs and manages the day-to-day operations of the
contact center including responsibility for budgeting, employee performance, and key metrics.

• Provide leadership and guidance in the management of the center; responsibilities include coordination of work
efforts, and accountability for performance targets for supervision and the teams. The number of direct reports
totals approximately 6.
• Collaborate with Customer Service management to ensure proper analysis of staffing, forecasting, and schedules
to meet all key performance targets.
• Assist with establishing the strategic direction for all AVANGRID Networks contact centers, as well as provide
input to all other areas of the Company as required.
• Responsible for ensuring customers are experiencing a high level of customer service by measuring the customer
experience through a variety of analytical methods and data.
• Develop action plans designed to improve customer and employee satisfaction.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

• Manage all aspects of the contact center in a 24x7 operation by working with first line supervision, Customer
Service managers, union, and other key stakeholders.
• Serve as technical expert and witness in state regulatory proceedings.
• Responsible for the development of annual key performance metrics, objectives, and measurements that are

consistent with corporate and regulatory goals and objectives, and focused on customer and employee satisfaction.
• Plan with managers in all business areas in order to ensure that all aspects of managing contact center operations
are handled effectively, including workforce management, quality, technology and outsourcing.
• Maintain good working knowledge of call center technology in order to assist with decision making and the
effective use of all tools and resources.
• Lead relationship with union on all issues related to the contact center.
• Assist with the resolution of difficult escalated customer complaints as needed, identifying root causes and
follow-up action items.
• Provide supervision, coaching, counseling and performance feedback to team members. Assist with routine
personnel issues.
• Maintain a thorough working knowledge of all local, state, and federal policies, procedures and regulations and
how they relate to customer service activities. Act as a liaison with various regulatory and community agencies.
• Implement a culture of continuous process improvement to continually adapt to internal and external customers'
needs; maximizing consistency, efficiency, cost effectiveness, and quality of service.
• Support and initiate training efforts to help strengthen employees' skills and knowledge and contribute to achieving
key performance metrics.
• Manage customer service operations for storm events, including, but not limited to, managing multiple resources,
ensuring readiness of technology and business continuity sites, implementation of proper schedules, ensuring
effective internal and external communications, and achievement of key performance metrics.
• Establish and manages customer service budget.
• Ensure workforce meets all local, state, and federal regulatory requirements.
• Assist with the review and approval of communication material sent to customers, including monthly bill inserts as


Education & Experience Required:

• Bachelor's degree (or significant and advanced experience in this specific field for over 10 years) required.
• Minimum eight years of progressive experience in contact center operations.
• Previous supervisory experience.
• Previous experience managing in a union environment.
• Strong analytical, interpersonal, verbal and written communication skills.
• Able to handle multiple priorities in a fast-paced environment.
• Excellent managerial and leadership skills.
• Demonstrated team building skills.
• Demonstrated initiative and a track record of driving continuous improvement in a customer service environment.
• Demonstrated ability to coordinate initiatives with multiple stakeholders.
• Ability to work flexible hours when necessitated by storm events or other emergencies.


• Comprehensive knowledge of company policies and procedures.

• Working knowledge of SAP customer information system.
• Knowledge of call center technologies including ACD, workforce management tools, IVR, and quality recording
• The position requires developed leadership skills, analytical thought processes, and the ability to work well with
other leadership within various business areas.
• Proven ability to manage multiple strategic deliverables on-time.
• Demonstrated ability to manage budgets and staffing needs in order to meet performance goals and objectives.

This opportunity will offer
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of
41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination
against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.
Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to
employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,
gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local
law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to
race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,
veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to
apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at
877-387-9061 or