Manager, Contact Center, Residential and Business (Hybrid Schedule)
05/14/2026Locations Windsor, Connecticut
Job Description
Manager, Contact Center, Residential and Business (Hybrid Schedule)
05/14/2026Locations: Windsor, Connecticut
Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
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.
Are you looking to work in an environment where you can make a difference incustomers’and employees’lives? Leading a teamof125+ dedicated contact center professionals for a Fortune 500 companyyou willassistcustomers who have unique challenges, or watch employees take the next step in their career.Eversource’s contact center is an industry leader in driving customer excellence while keeping the CSR experience at the forefront.
At Eversource,you'llbe working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut,Massachusettsand New Hampshire. Our team ofmorethan10,000 dedicated employees is passionate about providing superior customerservice;and we are committed to our communities, the environment, and each other. You’llhave a variety of opportunities to further your career, whetherit’sin customer service,a corporatefunctionor technical groups. Join us on this amazing journey to create a brighter future.
You will managethe day-to-day operational performance of the Call Center-primarilyinboundandoutbound customer calls.Ensurecompliance with department goals,objectives,policiesand procedures by setting performanceobjectives,selectingand implementingappropriate procedures,technologiesand staffing for the Call Center. This role contributes to the Company by ensuring customer requests and inquiries are handled effectively across various inbound and outbound customer contact channels.Communicateandensurestandards are achieved incustomer service, company, servicequalityand efficiency goals.Develop,motivateandempowersupervisoryteam.Partnerwith internal and external business partners to ensure best practices are deployed,maintainedand continuously improved to effectively support customer service goals.
Essential Functions:
Manageresponsesto routine and emergency conditions on gas and electric distribution systems.
Managecreation,maintenanceand revision of department schedules to ensure proper site staffing levels 24 hours aday/7 daysa week.
Analyzeandidentifyopportunities to improve customer service by evaluating staffing options from a cost benefit, customer focused, call and correspondence volume/trends perspective. Identifyimpact on the business andestablishappropriate staffinglevels to meet service level agreements and goals.
Develop and implementbest practices to achieve efficient and effective service.
Ensureeffective supervision ofteamregardingperformance, training, labor, disciplinary and administrative issues.
Monitor,evaluateandprovideperformance feedback totheCall Centerteam.
Ensurecohesive workingrelationshipswith bargaining units.
Qualifications:
Technical Knowledge/Skill:
Requires knowledge of Call Center operations and telephone equipment.
Familiarity withindustryregulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements,policiesand procedures; billing, credit & collection preferred.
Requires analytical, verbal, written, communication, customer service,interpersonaland negotiating skills.
Education:
Bachelor’s degree in Business, related discipline or equivalent experience.
Experience:
- Ten (10) plus years of experience inacustomerservice andcall centerenvironment includingprevioussupervisor/managerial experience.
#LI-ES3
#custajd
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:
$152,960.00-$169,960.00Worker Type:
RegularNumber of Openings:
1Emergency 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.
EEO Statement:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Overview
As a Customer Service Representative, you are the first point of contact for our customers when they have questions about their bill, how to turn on/off their account when moving, and how Eversource is prepared to support them during storms. If you have a passion for helping customers and solving problems, and possess strong interpersonal skills, then this is the place to begin an exciting career with Eversource. There are lots of other opportunities in our Customer Group, including Metering and Credit, working with our Business Customers as an Account Executive and working on our Digital Strategy and Voice of the Customer projects.
About us
We are Eversource
Success Profile
What makes a successful Customer Group employee?
Check out the top traits we're looking for and see if you have the right mix.
- Collaborative
- Customer Focus
- Team Player
- Adaptable
- Detail Oriented
- Positive
Culture
Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.
We will achieve this by embracing perspectives our employees bring to the table. We are committed to:
- Fostering a workplace where all employees, customers, and stakeholders are respected and valued.
- Leveraging the unique talents, perspectives, and life experiences of every employee to drive our ongoing success.
- Attracting, developing, and retaining a workforce capable of meeting the evolving needs of our customers while delivering reliable energy and exceptional service.
Benefits
Eversource employees are committed to providing reliable energy and superior customer service—and that's why we are committed to providing our employees with a highly competitive total rewards package. In addition to wages and salaries, the benefit programs Eversource offers its employees and family members are a significant part of the total rewards.
Career Path
-
Associates
-
Reps
-
Supervisors
-
Managers
Employee Testimonials
Chad, Customer
Experience Analyst
Meet Chad
“The views of our customers play an enormous role in decisions made at Eversource,” says Chad, Customer Experience Analyst on the Voice of the Customer team. “I take a great deal of pride in my job to make sure customer sentiments are front and center for our leadership on a constant basis, through our survey research and our Eversource Online Community.”
Lezanne, Contact Center
Billing Representative
Meet Lezanne
“Customers are often surprised to learn their appliances use varying amounts of energy during different seasons. Being able to help customers with tips for reducing their energy use is one of the most rewarding parts of my job.”
Candaliza, Contact
Center Representative
Meet Candaliza
“Many of our customers are spending more time at home, and we understand they are increasingly reliant on their power to be able to function and work remotely”, says Candaliza, Contact Center Representative in Manchester. “For the past year, I have been able to assist customers during snowstorms, damaging outages and with everyday questions about their bills from my home office. The true benefit is that I can be available to field these calls within a moment's notice, at all hours of the night during emergencies if needed, knowing that my only commute is to the other room.”
Job Description
Manager, Contact Center, Residential and Business (Hybrid Schedule)
05/14/2026Locations: Windsor, Connecticut
Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
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.
Are you looking to work in an environment where you can make a difference incustomers’and employees’lives? Leading a teamof125+ dedicated contact center professionals for a Fortune 500 companyyou willassistcustomers who have unique challenges, or watch employees take the next step in their career.Eversource’s contact center is an industry leader in driving customer excellence while keeping the CSR experience at the forefront.
At Eversource,you'llbe working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut,Massachusettsand New Hampshire. Our team ofmorethan10,000 dedicated employees is passionate about providing superior customerservice;and we are committed to our communities, the environment, and each other. You’llhave a variety of opportunities to further your career, whetherit’sin customer service,a corporatefunctionor technical groups. Join us on this amazing journey to create a brighter future.
You will managethe day-to-day operational performance of the Call Center-primarilyinboundandoutbound customer calls.Ensurecompliance with department goals,objectives,policiesand procedures by setting performanceobjectives,selectingand implementingappropriate procedures,technologiesand staffing for the Call Center. This role contributes to the Company by ensuring customer requests and inquiries are handled effectively across various inbound and outbound customer contact channels.Communicateandensurestandards are achieved incustomer service, company, servicequalityand efficiency goals.Develop,motivateandempowersupervisoryteam.Partnerwith internal and external business partners to ensure best practices are deployed,maintainedand continuously improved to effectively support customer service goals.
Essential Functions:
Manageresponsesto routine and emergency conditions on gas and electric distribution systems.
Managecreation,maintenanceand revision of department schedules to ensure proper site staffing levels 24 hours aday/7 daysa week.
Analyzeandidentifyopportunities to improve customer service by evaluating staffing options from a cost benefit, customer focused, call and correspondence volume/trends perspective. Identifyimpact on the business andestablishappropriate staffinglevels to meet service level agreements and goals.
Develop and implementbest practices to achieve efficient and effective service.
Ensureeffective supervision ofteamregardingperformance, training, labor, disciplinary and administrative issues.
Monitor,evaluateandprovideperformance feedback totheCall Centerteam.
Ensurecohesive workingrelationshipswith bargaining units.
Qualifications:
Technical Knowledge/Skill:
Requires knowledge of Call Center operations and telephone equipment.
Familiarity withindustryregulations and gas and electric distribution principles; company billing, credit, collections, accounting, labor relations and service requirements,policiesand procedures; billing, credit & collection preferred.
Requires analytical, verbal, written, communication, customer service,interpersonaland negotiating skills.
Education:
Bachelor’s degree in Business, related discipline or equivalent experience.
Experience:
- Ten (10) plus years of experience inacustomerservice andcall centerenvironment includingprevioussupervisor/managerial experience.
#LI-ES3
#custajd
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:
$152,960.00-$169,960.00Worker Type:
RegularNumber of Openings:
1Emergency 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.
EEO Statement:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Penni McLean Conner is executive vice president at Eversource.
Bob Giannino is CEO at United Way of Massachusetts Bay and Merrimack Valley.
Five ways we can work together to help communities in need
- Promote economic justice and stability
- Reimagine the safety net
- Respond to the growing eviction crisis
- Create deeply affordable housing and expand supportive services
- Increase access to early education.
We're committed to:
- Fully integrating environmental, social and governance (ESG) initiatives into all of our business practices
- Achieving carbon neutrality in our operations by 2030
- Delivering reliable energy while integrating clean, renewable resources that support New England's emission-reduction goals
- Investing in the innovation of energy infrastructure and new technologies
-
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