Supervisor, Contact Center

Eversource Energy

. Lead approximately 15 Residential or Business Customer Service Representatives in delivering high-quality customer service .

Posted 10/7/2026full-timeWestwood • Massachusetts • United StatesMid-LevelSenior💰 $103,200 - $114,670 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams, ensuring high-quality service delivery while maintaining compliance with company and regulatory policies. Proficient in analyzing performance metrics and fostering a collaborative, customer-focused environment.

Highest-signal resume keywords

Customer Service LeadershipCall Center ManagementPerformance CoachingRegulatory ComplianceAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ExperienceCall Center TechnologyPerformance Metrics AnalysisMicrosoft Office ProficiencyComplex Problem Solving

Soft Skills

Interpersonal SkillsNegotiation SkillsTeamworkCommunication SkillsJudgment and Discretion

Tools & Technologies

ACDIVRWorkforce Management ToolsQuality Assurance ToolsSocial Customer Care Platforms

Industry Keywords

Customer Contact CenterUnion ContractsEscalation ManagementVoice of the CustomerFirst Contact Resolution

About the role

Key responsibilities & impact

Lead approximately 15 Residential or Business Customer Service Representatives in delivering high-quality customer service
Foster teamwork, accountability, and an engaging customer-focused environment
Maintain a visible presence on the contact center floor for at least 50% of the work week
Provide weekly feedback through quality and performance coaching and side-by-side observations
Handle escalated, complex customer calls and resolve them in compliance with company and regulatory policies
Analyze escalation trends, perform root cause analyses, and evaluate customer feedback with the Customer Resolutions Supervisor
Monitor inbound call volumes, individual and center performance, quality metrics, and customer feedback
Interpret Post Transaction, First Contact Resolution, and Voice of the Customer survey results and recommend improvements
Collaborate with Workforce Management to ensure staffing, coverage, average handle time, after-call work, and schedule adherence
Communicate company strategy, goals, employee concerns, questions, and ideas
Ensure regulatory and company policy compliance and improve business practices
Select, train, coach, and develop Contact Center employees
Participate in and lead project teams
Participate in on-call supervisor rotation and emergency/storm restoration events
Complete mid-year and year-end performance reviews for direct reports
Interpret and ensure compliance with union contracts
Handle confidential matters with sound judgment and discretion
Work with complex billing and system reports
Respond to email, correspondence, subpoenas, and social media/executive inquiries

Requirements

What you’ll need

Bachelor’s degree in Business, related discipline, or equivalent work experience
Five (5) plus years of related customer service experience or five (5) years of customer contact center experience with at least two (2) years of supervisory responsibilities
Familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools
Familiarity with Social Customer Care platforms
Ability to calculate and analyze call center management metrics
Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook
Advanced analytical, verbal, written, interpersonal, and negotiating skills
Ability to work various schedules in a 24x7 contact center environment, including rotational second shifts and weekends
Ability and desire to work extra hours as necessary
Previous supervisor or leadership experience strongly preferred
Ability to speak multiple languages is a plus
Must be able to work at least three days in the office, including Tuesdays and Wednesdays, and up to five days in the office if needed
Applicants requiring visa sponsorship to start employment will not be considered

Benefits

Comp & perks

Hybrid schedule eligibility
Potential incentive
Competitive total rewards program
Emergency restoration assignment and related compensation/coverage as applicable