Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Description
At Shell Energy Solutions, we believe there’s a better way to power your business and home.
Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the very best experience to our customers across all our channels.
Shell Energy Solutions mission is delivering cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.
Going above and beyond for our customers is what we’re all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?
WHERE YOU FIT IN
We are looking for a highly motivated individual with a genuine interest in energy, technology, and a passion to deliver products for a growing company. The Contact Center Manager is responsible for overseeing the strategy, execution, and management of all aspects related to customer satisfaction for residential and commercial services. Their primary goal is to ensure that customers derive maximum value from the products or services offered by the company, leading to customer retention, loyalty, and advocacy. The Contact Center Manager will work hand in hand with their team to establish a CX program for our commercial and industrial customers throughout different markets, focused on improving customer satisfaction.
Reporting into the Director, Customer Engagement the role requires self-motivated, dedicated, and responsible individual with the ability to perform well under pressure.
JOB DUTIES & RESPONSIBILITIES
Leadership
Residential Market Management
Commercial Market Management
ESSENTIAL SKILLS & EXPERIENCE
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
LOCATION & WORK SCHEDULE
BENEFITS OF WORKING WITH SHELL ENERGY
SHELL ENERGY VALUES
Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach. Join us and you’ll belong to a world where you are proud of your achievements and propel your career with global opportunities. We care deeply about fostering a truly diverse workplace.
*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.