Contact Center Analyst

Date: Aug 9, 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 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 looking for a Third-Party Specialist to bring their energy to our team and promote the Spire brand and culture.  This position is responsible for leading and representing Customer Experience with our third-party operations. 

Duties and Responsibilities
  • Oversees the relationship between Spire, our third-party contact centers and back office operations
  • Works closely with third-party management and supervisors to ensure the Spire brand is reflected in third-party interactions with customers
  • Manages third-party staffing levels and collaborates closely with Quality Assurance and Training team to schedule training classes
  • Provides operational updates to Customer Experience management team
  • Ensures proper planning, staffing and direction of operational functions of all Customer Experience third-party resources
  • Reviews third-party performance daily to ensure optimal production
  • Provides monthly reports to Spire Customer Experience leadership team regarding third-party performance metrics
  • Manages productivity through data analysis, highlighting and enhancing key performance indicators
  • Reviews various reports and statistical data to develop action plans that drive continuous improvements
  • Coordinates and facilitates weekly third-party leadership team meetings, ensuring expectations are clearly communicated
  • Demonstrates proficiency in department processes and system knowledge. Acts as a resource in addressing third-party questions, issues and overall customer service concerns
  • Works closely with Contact Center managers to prepare and monitor budget of third-party resources
  • Reviews monthly invoices for accuracy and alignment with budgets
  • Monitors third-party Service Level Agreements and ensures targets are met
  • Monitors third-party staffing levels and approves the hiring of new training classes
  • Manages both the on- and off-boarding of third-party representatives ensuring access to applicable systems
  • Manages continuity plan and ensures readiness of execution between Spire and third-party. Coordinates testing and communication between Spire and third-party during telephony system outages
  • Other duties as assigned
Essential Characteristics and Competencies
  • 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 and seek 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
Supervisory Responsibilities

N/A

Required Education (certifications, licenses)
  • Bachelor’s Degree in a business-related field is required
  • 5-7 years of customer service or project management experience is required
Required knowledge, skill and abilities
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 50-75% travel.
Competencies
We Advance
We Care
We Collaborate
We Have Perspective
Posting Requirements

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: St Louis

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

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