Manager, Credit Contact Center

Job Description Summary: Leads an internal staff of exempt employees in managing $8 million contract with third party vendor(s) receiving and processing customer credit related phone calls on behalf of Eversource. Responsibilities include maximizing credit call handling performance and quality; performance metric reporting and analysis; service level and collection goals attainment; quality and contractual performance oversight; and budget management. Maximize credit call handling performance consistent with targeted service levels ensuring a quality customer experience while achieving credit and collections goals and objectives. Drive continuous improvement in call handling efficiency and effectiveness in collecting outstanding balances and or, establishing payment arrangements in compliance with policies and procedures. Maintain reporting, forecasting and analysis for credit call volume, performance metrics, service level attainment, budget projections, and variance explanations thereof. Provide daily summaries of vendor performance and guidance to key stakeholders inclusive of trending and analysis sufficient to support forward planning within partner operations such as Field Collections and Residential Contact Centers. Regularly scheduled interaction with vendor management including fixed daily/ weekly conference calls as well as regular onsite visitations at vendor call contact locations. Develop and maintain best practice vendor training support via regular vendor training sessions and perform customer complaint investigative and analysis support. Enforce vendor contract compliance, review and approve invoices and maintain penalty/incentive assessment as per contract. Lead Request for Proposal (RFP) activities, including development of requirements, statements of work (SOW), pricing models, performance metrics, etc. Ensure Eversource values are being properly represented and conveyed with and by vendor agents, support staff, and management. Qualifications: Technical Knowledge/Skill: Requires strong leadership skill and knowledge of and or, experience with vendor contract management; call center operations; customer service; credit and collections policies and procedures; performance and continual process improvement management; verbal and written communications and presentations; budgeting; customer information systems; telephony technology; training technology; and electric and gas utility operations. Must be proficient in PC desktop applications (e.g. Microsoft Word, Excel, Access, PowerPoint, and Project). Education: Requires a Bachelor's Degree in Business Administration, Management, Finance, Accounting, Statistics, Economics, or related discipline.  An MBA is preferred. Experience: Minimum of ten years' of experience in contact center and/or vendor management.  Experience with managing vendors providing first party contact center services is preferred.  Licenses & Certifications: Valid motor vehicle license is required.
Salary Range: NA
Minimum Qualification
11 - 15 years

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