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2471BR Team Leader Customer Care Center (Call Center)

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POST DATE 9/10/2016
END DATE 10/18/2016

WEC Energy Group Chicago, IL

Chicago, IL
AJE Ref #
Job Classification
Full Time
Job Type
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Requisition Number: 2471BR

Job Title: 2471BR Team Leader Customer Care Center (Call Center)

Location: Chicago, IL

Business Unit: Customer Service

No. of Positions: 2

Job Duties:

***When applying, please note that this position can be found in the WEC Business Services section of our Careers Page***

Are you a passionate results driven leader who thrives on providing exceptional customer service?

WEC Business Services, a subsidiary of WEC Energy Group, is seeking Team Leaders for their Peoples Gas and North shore Gas Customer Care Centers.

The role of the Team Leader in the Customer Care Center (CCC) is to supervise and direct work team to accomplish agreed upon goals and objectives.

Responsibilities include:

Communicate department and corporate goals and expectations.

Floor manager, along with duty and back-up duty supervision on a rotating basis.

Ensure that service levels meets customer needs and corporate goals. Make certain that service levels are maintained and customer needs are balanced based on volume and type of work.

Identify obstacles to meeting service level objectives and work cooperatively with Resource Planners, second site and management to adjust staffing levels, schedules, work rules or procedures as needed to accomplish objectives.

Confirm that training and response items meet maximum safety requirements to ensure protection of life and health when handling fire and police calls, outages and medical alert.

Work with Gas Field Operations management to assure call handling is appropriate to the need.

Act as team leader for process improvement initiatives in Customer Services.

Monitor, manage and control CCC operational budgets to meet budgetary goals of the CCC.

Work with Resource Planning to minimize impact of overtime and call outs between sites.

Utilize staff in an efficient manner, minimizing employee idle time through other projects and assignments.

Apply and maintain critical business and communication technologies such as Real Time Adherence, Aspect Manager.

Hours for this position are Monday - Friday 10:15am to 7:15pm

Education/Experience Requirements:

Associate Degree

- 3+ years - Direct marketing or inbound/outbound customer center (50+ seats) operation experience and/or credit call

center management

- 3+ years - Leadership and people development

- 3+ years - Team building and coaching

- 3+ years - Telephony and workforce management

- 3+ years - Customer programs and desktop applications.

Preferred - Bilingual (Spanish)

To be considered for this position, candidates must apply online. Be sure to follow all instructions. Go to: . All applications must be received no later than 9/22/2016.

Equal Opportunity/Affirmative Action employer. All qualified applicants will

receive consideration for employment without regard to race, color, religion, sex, sexual

orientation, gender identity, national origin, disability, or protected veteran status.

Visit our Careers website at to apply.