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. This position has responsibility for oversight and leadership direction for the in-house call center. In this role, you will develop high-performing teams to exceed customer expectations.
Our consumer care team is highly collaborative, and you will interact with various levels of management and associates. The Contact Center Manager supervises daily operations and personnel, aiming for maximum performance and cost-effectiveness. In addition, this role must also ensure that technology is utilized to its full extent and that staff is well-trained and productive.
Reporting into the Director, Customer Engagement the role requires a self-motivated, dedicated, and responsible individual with the ability to perform well under pressure.
JOB DUTIES & RESPONSIBILITIES

• Develop objectives for the call center's day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call-center statistics (warm transfers, conversion rates, quality, profitability, costs, customer service metrics, etc.)
• Assume responsibility for budgeting and tracking expenses
• Assist in hiring and training Call Center Representatives
• Serve as a lead resource for internal partners and vendors on customer service-specific projects and initiatives. Participate as the department lead on cross-functional project teams.
• Incorporate enterprise or departmental objectives into team objectives to ensure alignment and engagement in critical priorities. Ensure supervisors and team leaders effectively engage their teams through effective performance management techniques to achieve those objectives.
• Travel (domestic and international) requirements are a minimum of 25% of the time.
• Other duties as assigned

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.

• Bachelor's degree in business, marketing or operations, master's degree preferred.
• 10 years of experience, 5 years managing call centers and customer service, specific experience in retail energy b2c is a plus •
• Deep experience delivering sales programs in b2c. •
• Deep understanding of call center efficiency levers (service level, occupancy, etc) •
• Experience with proven results in the retail energy sector. •
• Experience in contact center digital transformation and change management.
• strong leader with exceptional coaching and development skills
• Strong interpersonal, analytical, conflict resolution and time management skills
• Strong business writing skills and experience developing correspondence in a variety of formats
• Strong interpersonal, analytical, and time management skills
• Exceptional verbal and written communication skills
• Ability to multi-task, problem-solve, and articulate thoughts and concepts well
• Ability to coach, train, motivate and evaluate the performance
• Strong customer service and leadership skills
• Ability to multi-task, problem solve and articulate thoughts and concepts well
• dedication to a premier customer experience
• Intermediate experience in ms office suites and ms excel
• Ability to operate in a fluid environment.
• Self-starter, but also a team player, collaborating on decisions and taking actions to drive the best outcomes.
• Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC AND/OR TDSP/TDU standards
• Experience with ESG P2C AND/OR EXCELERGY (REVENUEMANAGER) billing platforms is a plus
• Experience with isigma a plus
• Knowledge in salesforce servicecloud and amazon connect technology is a plus

LOCATION & WORK SCHEDULE

• Required to be in-person in THouston, TX through a hybrid workplace environment

BENEFITS OF WORKING WITH SHELL ENERGY

• Competitive Compensation
• Health Care - Medical/Dental/Vision/Prescription Drug Coverage
• 401(k) with Company Matching Contributions
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Disability Programs (STD & LTD)
• Employee Basic Term Life Insurance
• Generous Vacation & Company Holidays
• Flexible hybrid working schedule
• Training and coaching
• Tuition Reimbursement
• Paid Parental Leave
• And much more!

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.