Req ID: 303231

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We are currently seeking a Utility Billing Customer Service Manager to join our team in Chicago, Illinois (US-IL), United States (US).
Overview:

We seek an experienced call center manager who has managed a team that provides customers with support while they are in the process of selling their current property, and

assisting them in navigating final utility bill payments, etc..

Duties:

• Manage and mentor a team of application processors daily operations, providing training and support to enhance their skills and performance.
• Manage and mentor a team of written correspondence customer service operations, providing training and support to enhance their skills and performance.
• Oversee the end-to-end written correspondences, ensuring timely and accurate responses.
• Oversee the end-to-end application processing workflow, ensuring timely and accurate processing of applications.
• Monitoring SLA performance for compliance and driving to achieve SLA targets, on monthly basis.
• Implement quality control measures to maintain high standards of accuracy and compliance in all processed applications and customer correspondences.
• Work closely with the client and other teams (Call Center, Escalation and Outreach etc.) to streamline processes and resolve any issues related to application processing, and address and resolve any issues or escalations related to application processing in a timely manner.
• Manage the escalation process for customer complaints and issues that require advanced attention, ensuring timely and effective resolution, and collaborating with relevant team members or supervisor as necessary.
• Prepare regular reports for senior management on processing volumes, team performance, and areas for improvement. And develop and maintain metrics and reports on escalated issues, providing insights to management and recommending strategies for improvement.
• When necessary, assist the team on reviewing and processing applications, ensuring completeness and accuracy of information provided.

• 6 years' Call Center managerial experience
• 4 years' experience in Call Quality Assurance
• 4 years' experience in Training Management
• 4 years' experience in QM processes and technology
• Must reside in the Chicago area.