Sr Customer Experience Professional – Call Center

We have an opportunity for a Sr. Customer Experience Professional within our Call Center here at Honeywell, Colonial Heights, VA.

As a Sr. Customer Experience Professional you will oversee a team of Call Center Energy Advisors that provide customer service to Utility customers and encourage customers to enroll in Utility sponsored Energy Conservation programs. This is a hybrid role, 3/ 2-day model.

Key responsibilities:

+ Oversee team of Call Center Energy Advisors

+ Serve as a liaison between program operations and call center staff; partner with program coordinators to develop training curriculum for agents, to resolve escalations and open issues, and to develop strategies to support program goals and objectives

+ Responsible for day-to-day operation of the Call Center and reporting results and status to our Utility client

+ Coordinate hiring efforts, train, prepare call center representatives to handle inquiries

+ Ensure agents understand and comply with call center objectives, performance standards, and policies

+ Measure KPI’s such as incoming calls, call waiting, abandonment; develop strategies to improve performance

+ Monitor and evaluate agent performance, provide learning or coaching opportunities

+ Implement technologies, tools and resources that enhance the customer experience (CRM, contact center software, case management)

+ Drives continuous improvement through reporting, trend analysis and metrics management

MUST HAVE:

+ High school diploma or equivalent

+ Prior supervisory experience or leadership experience

WE VALUE:

+ Prior supervisory experience in a call center

+ Prior experience working in customer service, call center, or operations role

+ Associate or bachelor’s Degree

+ Exceptional customer service and problem-solving expertise

+ Experience developing and monitoring key performance metrics

+ Salesforce / Case Management/ CRM experience

+ Excellent communication and leadership skills

+ Organizational and time-management skills

+ Decision-making skills

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.