Manager, Customer Experience Operations

Date: Aug 1, 2019

Location: St Louis, MO, US, 63101

Company: Spire Inc.

Company Overview

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 (Essential 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.

Summary

Spire is seeking a Manager, Customer Experience Operations to oversee internal and outsourced contact center functions for all locations. 

Duties and Responsibilities
  • Ensure internal and outsourced contact center operations are living the Spire brand through quality, staffing and training
  • Oversee and analyze the daily activities of internal and outsourced contact center operations, including performing continual analysis and planning to improve the overall customer experience
  • Implement strategies necessary to achieve the initiatives set forth by the Brand Experience project team as they relate to productivity and quality customer service
  • Develop, track, report on and improve key performance indicators for each area of responsibility
  • Oversee and ensure adherence to strategies to achieve business plan initiatives through performance reporting
  • Keep leadership and peers informed of initiative status through monthly updates
  • Provide leadership, direction and guidance to employees to assist in their professional development and personal growth.
  • Provide coaching and development opportunities to direct reports that support employee career objectives and organizational succession planning efforts 
  • Take appropriate actions to ensure customers are receiving quality customer service
  • Handle personnel issues, including participating in the various steps of the disciplinary process, up to and including arbitration proceedings
  • Review monthly individual evaluation reports of employees and coordinate supervisory efforts to coach employees regarding overall job performance
  • Collaborate with other departments to implement process improvements that impact the customer experience
  • Determine and track budget expenditures for the department through monthly financial and operating performance updates
  • Be available, at all times, to respond to emergency or problem situations that require action and/or notification to superiors
  • Participate as a member of special project teams
  • Work in collaboration with Training leadership to manage all quality expectations, development of the quality evaluation form and calibration programs, as well as ensure consistency and brand adherence
  • Maintain certifications in soft skills and low-effort skills programs.
Required Education and Experience
  • Bachelor’s Degree in a business-related field required
  • 5-10 years of Customer Experience is required
  • 3+ years of leadership experience
Required knowledge, skill and abilities
  • Ability to demonstrate the essential behaviors
  • Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
  • Ability to make difficult decisions and communicate those decisions to others
  • Ability to set challenging and productive goals for the team and holds others accountable for actions
  • Ability to use means available to measure results and provide feedback
  • Ability to provide and communicate clear performance objectives
  • Ability to define roles/responsibilities, motivate and set strategy
  • Ability to understand and use technology
Physical demands, environment and schedule
  • Work is normally performed in a shared office environment
  • Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
  • Up to 50% travel to other parts of state and company.
Competencies
We Advance
We Care
We Collaborate
We Have Perspective
Posting Requirements

Disclaimer:  The above statements are 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.

 

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: St Louis

Job Segment: Law, Manager, Business Process, Legal, Management

Find similar jobs: