Tri-County Electric Cooperative, Inc.
Contact Center Manager
Tri-County Electric Cooperative, Inc., Azle, Texas, United States, 76020
Contact Center Manager position at Tri‑County Electric Cooperative, Inc. This role leads the Contact Center team responsible for providing exceptional service to members calling with inquiries such as billing, outages, account updates, service requests, and more. The manager ensures all member interactions via phone are timely, professional, and effective, driving performance metrics and accountability to achieve departmental goals and member satisfaction benchmarks.
Job Dimensions
Internal Responsibility – Lead and support team members at all office locations; manage scheduling, staffing, and coverage to ensure continuity of service, including direct coverage when necessary. Regular in‑person support at all offices is required. Provide recommendations to reduce call volume, enhance member options, and increase operational efficiency.
External Responsibility – Ensure all inbound and outbound call‑center activities are conducted professionally, courteously, and efficiently, reflecting the cooperative’s service standards. Respond effectively to member escalations with a strong commitment to problem solving.
Principal Accountabilities
Consistently demonstrate the appropriate leadership principles from Leadership Landmines: 8 management catastrophes and how to avoid them.
Regularly model multiple TCEC Essential Attributes as a regular pattern of behavior and self‑awareness.
Inspire a culture of continuous learning, intellectual curiosity, and a desire to grow and develop.
Provide regular and meaningful feedback to Contact Center teammates for performance and behavior, and support professional development.
Solicit and offer feedback to peers and supervisors for performance and behavior.
Resolve complex member issues or escalations professionally and within established timelines.
Be available to serve a rotating on‑call schedule to provide after‑hours support as needed.
Hold the team accountable for achieving individual and team performance goals related to call handling, response time, accuracy, and member satisfaction.
Monitor metrics including service level, average handle time, hold time, abandonment rate, and first‑call resolution and adjust as necessary to achieve goals.
Ensure optimal staffing levels through real‑time monitoring and proactive scheduling adjustments.
Coordinate coverage and assist with call handling during high‑volume periods or absences.
Collaborate with leadership on service trends, process improvements, and member experience enhancements.
Drive continuous improvement initiatives by analyzing performance data and recommending process enhancements.
Other duties as assigned.
Minimum Requirements
Education – A high‑school diploma or equivalent is required. Additional education or certification in business administration, call‑center management, or a related field is preferred. An equivalent combination of relevant experience and training may substitute for formal education.
Experience – Minimum of five (5) years in a high‑volume contact center or customer‑service environment, with at least two (2) years in a supervisory or team‑lead role. Experience in a cooperative or utility setting is preferred.
Knowledge, Skills & Abilities – Strong leadership, organization, communication, and analytical skills. Ability to manage scheduling, coach teams, and handle multiple responsibilities in a fast‑paced environment. Proficiency with relevant software and performance‑reporting tools. Demonstrated commitment to service excellence. Physical ability to stand, walk, sit, bend, stoop, squat, lift, and carry up to 50 pounds; push/pull; reach above shoulder level; twist; climb, balance, kneel, crouch.
Reports to – Sr. Vice President, Engagement & Solutions
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Job Dimensions
Internal Responsibility – Lead and support team members at all office locations; manage scheduling, staffing, and coverage to ensure continuity of service, including direct coverage when necessary. Regular in‑person support at all offices is required. Provide recommendations to reduce call volume, enhance member options, and increase operational efficiency.
External Responsibility – Ensure all inbound and outbound call‑center activities are conducted professionally, courteously, and efficiently, reflecting the cooperative’s service standards. Respond effectively to member escalations with a strong commitment to problem solving.
Principal Accountabilities
Consistently demonstrate the appropriate leadership principles from Leadership Landmines: 8 management catastrophes and how to avoid them.
Regularly model multiple TCEC Essential Attributes as a regular pattern of behavior and self‑awareness.
Inspire a culture of continuous learning, intellectual curiosity, and a desire to grow and develop.
Provide regular and meaningful feedback to Contact Center teammates for performance and behavior, and support professional development.
Solicit and offer feedback to peers and supervisors for performance and behavior.
Resolve complex member issues or escalations professionally and within established timelines.
Be available to serve a rotating on‑call schedule to provide after‑hours support as needed.
Hold the team accountable for achieving individual and team performance goals related to call handling, response time, accuracy, and member satisfaction.
Monitor metrics including service level, average handle time, hold time, abandonment rate, and first‑call resolution and adjust as necessary to achieve goals.
Ensure optimal staffing levels through real‑time monitoring and proactive scheduling adjustments.
Coordinate coverage and assist with call handling during high‑volume periods or absences.
Collaborate with leadership on service trends, process improvements, and member experience enhancements.
Drive continuous improvement initiatives by analyzing performance data and recommending process enhancements.
Other duties as assigned.
Minimum Requirements
Education – A high‑school diploma or equivalent is required. Additional education or certification in business administration, call‑center management, or a related field is preferred. An equivalent combination of relevant experience and training may substitute for formal education.
Experience – Minimum of five (5) years in a high‑volume contact center or customer‑service environment, with at least two (2) years in a supervisory or team‑lead role. Experience in a cooperative or utility setting is preferred.
Knowledge, Skills & Abilities – Strong leadership, organization, communication, and analytical skills. Ability to manage scheduling, coach teams, and handle multiple responsibilities in a fast‑paced environment. Proficiency with relevant software and performance‑reporting tools. Demonstrated commitment to service excellence. Physical ability to stand, walk, sit, bend, stoop, squat, lift, and carry up to 50 pounds; push/pull; reach above shoulder level; twist; climb, balance, kneel, crouch.
Reports to – Sr. Vice President, Engagement & Solutions
#J-18808-Ljbffr