Mgr Brand Experience Implementation: BHM

Date: Dec 11, 2018

Location: Birmingham, AL, US, 35203

Company: Spire Inc.

Requisition Number 6341 
Location: 2101 6th Avenue North,Birmingham, Alabama, 35203
Position Type: Non Union 
Number Open: 1 

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire Behaviors

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

 

We are seeking a proven manager who will coordinate and lead implementation efforts for the Brand Experience implementation. The successful candidate will execute the corporate strategy, manage the implementation of the pilot group and align the new vision within the existing contact centers.  This position will be responsible for managing the day-to-day operations in the Brand Experience pilot team in the Customer Service department.

Primary duties:

  • Operational Management
    • Manages day-to-day operations of the Contact Center pilot team.
    • Manages the Brand Experience and insourcing budget and timeline.
    • Implement strategies necessary to achieve the initiatives set forth by the Brand Experience project team as they relate to the delivery of productivity and quality customer service
    • Manages personnel issues, including participating in various steps of disciplinary and grievance proceedings, up to and including termination
    • Work in collaboration with training leadership to manage all quality expectations, development of the quality scorecard and calibration programs as well as ensure consistency and brand adherence.
    • Maintain certifications in soft skills and low-effort skills programs.
    • Participate in development of Customer Service departmental budget
  • Implementation Management
    • Provides valuable feedback from employees to leadership regarding implementation efforts to ensure a smooth transition of organizational structure and day-to-day activities.
    • Works closely with Brand Experience team and Customer Service management team in Birmingham and St. Louis to ensure successful transfer of duties, including informing training efforts and coordinating insourcing timelines.
    • Works closely with QA and Training team to ensure appropriate training and nesting process.
    • Manages technology projects involved with the insourcing of Customer Service activities.
    • Informs and manages the implementation and organizational changes.
    • Ensures a high level of customer service during transition.
  • Employee Communications
    • Manages employee communications efforts during the insourcing initiative.
    • Keeps supervision and front-line employees aware of the strategy and implementation.
    • Is responsive to employee questions and concerns regarding implementation.
    • Keeps leadership aware of concerns and issues in a timely manner.
  • Customer Communications
    • Ensures effective customer communication plans are created for changes that impact customer interactions.
    • Anticipates customer concerns during times of change and informs customer service strategy.

The above is representative of the level and kind of duties and responsibilities which are assigned to this position. As workload or availability of personnel requires, the person performs, either temporarily or permanently, other duties which are similar or related.

Education and experience:

  • Bachelor’s degree in management, business or related field required
  • Minimum of 5 years’ customer service management experience required, contact center operations experience preferred

Certificates, licenses, registrations:

  • Facilitator certification with one of the leading customer service skills companies preferred

Work environment:

  • Work is normally performed in a shared office environment
  • Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
  • Occasional travel to other parts of state and company.

Spire accepts online applications through our career site at jobs.spireenergy.com

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.


Job Location: Birmingham

Job Segment: Implementation Manager, Manager, Quality Assurance, Business Process, Technology, Management

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