Eversource

Supervisor, Contact Center MA (Hybrid Schedule)

Eversource • $103K — $114K *
Westwood, MA 02090Hybrid
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business or related field, or equivalent experience.
  • 5+ years of customer service or contact center experience, including 2 years in a supervisory role.
  • Familiarity with call center technology such as ACD, IVR, and quality assurance tools.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Strong analytical, verbal, written, and interpersonal skills.

Responsibilities

  • Lead a team of 15 Customer Service Representatives to deliver exceptional service.
  • Engage with team members to drive company vision and performance.
  • Monitor performance metrics and provide ongoing feedback to team members.
  • Handle and resolve escalated customer calls with complex issues.
  • Analyze customer feedback and escalations for service improvement opportunities.
  • Collaborate with Workforce Management for staffing and performance metrics.
  • Select, train, and mentor new contact center employees.

Benefits

  • Offers hybrid work schedule options based on role and operational needs.
  • Supports career development through coaching and performance feedback.
  • Engages employees with a collaborative, team-oriented work environment.
  • Involves in monitoring industry trends for continuous improvement.
  • Benefits package includes a competitive total rewards program.
Full Job Description
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Service Representatives in providing world class service. Ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment of going above and beyond for our customers in a 24/7 Contact Center setting. This professional position is responsible for the complete development of Eversource Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Essential Functions:
  • Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability.
  • Engages in input that drives our Company towards our vision, leading others to do the same.
  • Directly accountable for ensuring exceptionally high individual CSR and center performance. This is achieved by being a visible presence on the contact center floor (at least 50% of the work week) engaging, evaluating, providing feedback and assisting Customer Service Representatives.
  • Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
  • Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer's satisfaction, while adhering to all company and regulatory policies and procedures.
  • Works collaboratively with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution.
  • Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded.
  • Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify performance trends and areas of opportunity and makes recommendations for policy and procedural changes to drive continuous improvement and increase customer satisfaction.
  • Works collaboratively with the Workforce Management team to ensure appropriate staffing needs and coverage and manage average handle time, after call work, and schedule adherence.
  • Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees' concerns, questions, and ideas to management.
  • Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty.
  • Selects, trains, and develops new employees in the Contact Center using Eversource's cutting edge recruiting and hiring process.
  • Participates on and leads various project teams, as necessary.
  • Participates in the on-call supervisor rotation, and participates in emergency/storm restoration events, as necessary.
  • Completes mid-year and year-end performance reviews, as required, for direct reports.
  • Interprets and ensures compliance with union contracts, as needed.
  • Exercises sound judgment and discretion in confidential matters.
  • Ability to work various schedules in a 24x7 contact center environment, as business needs dictate. Schedules will be rotational and will require flexibility regarding availability to work second shift and weekends, as required.
  • Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance.
  • Works with complicated/complex billing and system reports.
  • Responds to all email, correspondence, subpoenas and social media/executive inquiries.


Qualifications:

Technical Knowledge/Skill:
  • Requires familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools.
  • Demonstrate familiarity with Social Customer Care platforms as well as the ability to calculate and analyze, various call center management metrics.
  • Requires Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook.
  • Requires advanced analytical, verbal, written, interpersonal, and negotiating skills.

Education:
  • Requires a bachelor's degree in Business, related discipline, or equivalent work experience.

Experience:
  • Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities.
  • Previous supervisor or leadership experience strongly preferred.
  • The ability to speak multiple languages is a plus.


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Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:
$103,200.00-$114,670.00

Worker Type:
Regular

Number of Openings:
1

Emergency Response:

Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

About Eversource

Eversource transmits and delivers electricity and natural gas for more than 3.6 million electric and natural gas customers. Before its rebranding, the company operated six main subsidiaries: Connecticut Light and Power (CL&P), Public Service Company of New Hampshire (PSNH), Western Massachusetts Electric Company (WMECO), Yankee Gas Services Company (Yankee Gas), NSTAR Electric, and NSTAR Gas. NSTAR itself was the product of corporate mergers and included the former Boston Edison Company, Cambridge Electric Light Company, Commonwealth Electric Company, Commonwealth Gas, and Cambridge Gas Company. All now currently operate under the Eversource name. Eversource remains Connecticut's largest electric utility, serving more than 1.2 million residential, municipal, commercial and industrial customers in approximately 149 cities and towns. It also serves approximately 229,000 natural gas customers in 73 cities and towns. Eversource is also New Hampshire's largest electric utility, serving more than 500,000 homes and businesses in 211 cities and towns throughout the state. Eversource Energy is a publicly-traded, Fortune 500 energy company headquartered in Hartford, Connecticut, and Boston, Massachusetts, with several regulated subsidiaries offering retail electricity, natural gas service, and water service to approximately 4 million[6] customers in Connecticut, Massachusetts, and New Hampshire.

Eversource Careers

Joining Eversource means becoming part of a dedicated team committed to safety, reliability, and innovation in energy. As a leading energy provider in the Northeast, Eversource offers unparalleled job opportunities, fostering a culture of leadership and growth in the industry.

Work You’ll Do

At Eversource, every position contributes to the company's mission of delivering reliable energy and superior customer service. Our team enjoys a dynamic work environment where professional growth and development are encouraged. With a variety of career paths available, Eversource is a place where your ambition drives your career forward, and where leadership and diversity training ensure you reach your potential.

Innovate and Lead

Eversource is at the forefront of the energy sector’s transformation, integrating innovative technologies and sustainable practices that benefit not only our customers but also our communities. By joining our team, you will collaborate with skilled professionals dedicated to pioneering solutions for a sustainable future.

Career Development

Eversource is committed to the professional development of its employees. Whether through leadership programs, skills training, or networking opportunities, we provide the tools needed for career advancement and personal growth. Our robust internship programs offer a gateway to full-time employment, giving hands-on experience and exposure to real-world challenges.

Be Part of Our Team

Our team at Eversource is driven by a shared commitment to excellence and teamwork. We value diversity and strive to create an inclusive environment where all team members can thrive. The benefits at Eversource go beyond the standard employment package; they empower our employees’ well-being and long-term financial security.

Explore Job Opportunities

Whether you’re starting your career or looking to make a significant impact in the energy sector, Eversource has a position for you. From engineering to customer service, our job opportunities span a wide range of skills and expertise. Ready to start your journey with us? Explore open positions, prepare your resume, and apply through our hiring portal.

Stay Connected

Stay informed about new openings and company news by joining our career network. Tailor your job alerts to match your career preferences and get insider tips that can help you during the interview process. At Eversource, your next big opportunity is just around the corner.

Join Eversource Today

Discover the career you’ve always wanted. Visit our Jobs and Careers page to search for current openings, read about our company culture, and learn how Eversource supports your professional growth and leadership development. Let’s energize the future together!

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Keep up to date with career tips, industry insights, and more—all from the people who power Eversource.

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Learn more about Eversource
Size
9,227 employees
Market Cap
$29.2 billion
Industry
Energy & Utilities
Net Income
$1.2 billion
Founded
1927
5 Year Trend
+5.4%
Revenue
$8.9 billion
NASDAQ
ES
* Ladders Estimates

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