Mgr CCC

Job Summary
This role leads, coaches and develops a team of leaders and front-line employees who are responsible for delivering excellent customer service. Responsible for managing across the Customer Care function inbound calling and offline transactions. Accountable for achieving operational goals and driving employee engagement while promoting high levels of customer service satisfaction.

Essential Functions

• Oversees Customer Service operations, monitors daily metrics and performance, and ensures compliance with quality, service, and safety standards

• Promotes and assures safe working environments

• Maintains comprehensive and accurate leader performance documentation

• Performs the full scope of talent management and development

• Provides clear expectations to team, giving timely feedback and evaluating performance

• Identifies front-line employees and leaders with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource's leadership pipeline

• Leads teams in resolving customer inquiries and needs while driving customer loyalty and brand advocacy

• Resolves and/or addresses more complex customer issues or questions falling outside of the Team Leaders scope/authority

• Responsible for driving leader and employee behaviors needed to achieve metrics and goals within assigned queue(s)

• Accountable for driving leader and employee behaviors needed to achieve standards for quality and performance specific to the queue(s)

• Analyzes customer satisfaction results and proactively develops and implements action plans for improvement based on changes in priority and customer experience

• Analyzes statistics and interprets data to identify trends impacting the team's performance and coaches to improve performance

• Effectively communicates and collaborates with critical business partners, both internal and external

• Leads, support, and communicates across Customer Service through successful implementation of enterprise initiatives

• Manages to customer service financial/forecasting requirements by analyzing variances and driving performance accountability

• Participates in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry

• Participates on projects that impact the performance of the department by leveraging cross functional relationships with peers

• Ensures compliance with NiSource and Customer Service policies, procedures and goals

• Drives continuous improvement through driving peer to peer accountability and building/leveraging cross functional relationships throughout the company to deliver on business imperatives

• Responds timely to employee concerns and/or questions while maintaining an open-door management culture

• Flexible in working a schedule including nights, weekends, holidays, stand-by and emergency support as assigned

• Applicable for Manager leading Union represented workforce:

• Administers Bargaining Unit contract
• Respond & address employee grievances while leveraging Labor Relations Support

Required Qualifications For Position

• Bachelor's Degree or comparable industry-related work experience

• 4-6 years 4-6 years of customer service experience

• 1-3 years Minimum 2 years as a leader in customer service, call center required

• Ability to drive and maintain operational goals related to key performance indicators and cultural

• Ability to lead and motivate a dispersed workforce, including onsite and remote

• Ability to perform at a high level with limited direct supervision

• Must be available to work varying shifts based on business needs, specifically during seasonal high-volume periods and emergency events

• Must be able to perform in a demanding fast pace environment

• Strong knowledge in the customer service life cycle

• Conflict resolution and negotiation abilities

• Exceptional critical thinking, problem-solving, data analytics, decision-making, organization, and prioritization skills

• PC software proficiency (i.e. Excel, Word, Powerpoint)

• Proven cross-functional collaboration ability

• Must demonstrate excellent verbal, written and presentation skills

Preferred Additional Qualifications for Position

• Experience with project planning and implementation

• 1-3 years Minimum two years experience leading supervisors preferred

• Gas and Electric experience preferred

Physical Demands

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Workplace Connection
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

ADA Accommodations

If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at OneHR@nisource.comor 1-888-640-3320

E-Verify

NiSourceparticipates in the U.S. Department of Homeland Security's E-Verify program. As part of this process, we provide the following notices to all job applicants: These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below:

• E-Verify Poster(English and Spanish) E-Verify Participation Poster English and Spanish
• Right to Work Poster(English and Spanish) If you have the right to work, don't let anyone take it away

Salary Range*:

*The salary offered to a candidate is based on several factors including but not limited to the candidate's skills, job-related knowledge, and relevant experience, as well as internal pay equity.

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