Manager, Customer Experience Operations

Spire is seeking a Manager, Customer Experience Operations to oversee internal and outsourced contact center functions for all locations.

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 everything we do. We are committed to understanding the needs of the homes and businesses we serve. 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.

And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

• We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance.
• We collaborate: We put teamwork first, bringing in everyone's ideas, because our collective energy makes us stronger.
• We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
• We care: We treat people how we want to be treated, listening closely and doing what's right, even when it's hard.

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.

• Ensure internal and outsourced contact center operations are living the Spire brand through quality, staffing and training.
• Oversee and analyze the daily activities of internal and outsourced contact center operations, including performing continual analysis and planning to improve the overall customer experience.
• Implement strategies necessary to achieve the initiatives set forth by the Brand Experience project team as they relate to productivity and quality customer service.
• Develop, track, report on and improve key performance indicators for each area of responsibility.
• Oversee and ensure adherence to strategies to achieve business plan initiatives through performance reporting.
• Keep leadership and peers informed of initiative status through monthly updates.
• Provide leadership, direction and guidance to employees to assist in their professional development and personal growth.
• Provide coaching and development opportunities to direct reports that support employee career objectives and organizational succession planning efforts .
• Take appropriate actions to ensure customers are receiving quality customer service.
• Handle personnel issues, including participating in the various steps of the disciplinary process, up to and including arbitration proceedings.
• Review monthly individual evaluation reports of employees and coordinate supervisory efforts to coach employees regarding overall job performance.
• Collaborate with other departments to implement process improvements that impact the customer experience.
• Determine and track budget expenditures for the department through monthly financial and operating performance updates.
• Be available, at all times, to respond to emergency or problem situations that require action and/or notification to superiors.
• Participate as a member of special project teams.
• Work in collaboration with Training leadership to manage all quality expectations, development of the quality evaluation form and calibration programs, as well as ensure consistency and brand adherence.
• Maintain certifications in soft skills and low-effort skills programs.

• 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 all individual's unique skills and perspectives.
• Ability to work under pressure and meet tight deadlines.
• Ability to adapt in a fast-moving and changing culture.
• Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
• Ability to work independently and manage time effectively in order to meet individual goals and deadlines.
• Ability to work as part of a team and display a positive attitude for this dynamic environment.
• Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality.
• All other duties as assigned.

• Yes

• Bachelor's Degree in a business-related field, required.

• 5 - 10 years of Customer Service experience, required.
• 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 skill and perspective.
• Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks 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.

• 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% travel to other parts of state and company.

Disclaimer: The above statements are 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.

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.