C&T; Enterprises, Inc. will receive letters of interest for the position of Director of Call Center Operations.

Location: The position will be located at the Tri-County Rural Electric Cooperative headquarters in
Mansfield, PA.

Reporting Structure: This position will report to the C&T; President & co-CEOs.

Primary Function: To plan, organize, direct, and oversee the operations of the C&T; Call Center, including after-hours call center services provided to C&T; companies and cooperatives, affiliated companies, and contracted outside organizations. This position is responsible for leading strategic call center initiatives, supervising call center employees, ensuring prompt, courteous, and accurate service, coordinating staffing and scheduling, monitoring service quality through call recording and reporting systems, supporting dispatch and outage response activities, troubleshooting call center technology, and serving as C&T;’s primary operational contact for non-C&T; companies receiving call center services.

Knowledge, Skills, and Abilities:

To be successful in this role, the candidate should possess the following:

- Associate or bachelor’s degree in Business Administration, Management, Communications, or a related field with a customer service focus preferred.
- Equivalent combinations of education, training, and relevant experience will be considered.

- Five (5) years of experience in utility operations, call center operations, customer service, dispatch, or a related field preferred, including at least two (2) years of supervisory or leadership experience.
- Knowledge of call center operations, customer service standards, call reporting and recording systems, dispatch procedures, outage response coordination, and service-level monitoring.
- Understanding of workforce scheduling, employee supervision, training and development, quality assurance programs, and performance management practices.
- Knowledge of utility operations and customer account processes sufficient to effectively communicate with members, consumers, field personnel, internal departments, affiliated companies, contractors, and external organizations.
- Familiarity with budgeting, pricing strategies, contracted service agreements, business development initiatives, and strategic planning to support operational growth, financial stability, and service excellence.
- Strong leadership, interpersonal, and team-building skills with the ability to motivate employees and foster a positive, customer-focused work environment.
- Excellent verbal and written communication skills, including the ability to prepare reports, develop procedures and training materials, adapt messaging for different audiences, and communicate effectively with internal and external stakeholders.
- Strong problem-solving and analytical skills, with the ability to identify issues, gather and evaluate information, develop practical solutions, and make sound operational and strategic recommendations.
- Ability to analyze call center performance metrics, staffing requirements, service trends, and financial data to support continuous improvement and informed decision-making.
- Ability to manage multiple priorities simultaneously and perform effectively during outages, severe weather events, emergencies,



and periods of high call volume.
- Proficiency with Microsoft Office applications, including Word and Excel, and the ability to learn and utilize call center and utility-related software systems.
- Ability to work independently while effectively leading, coaching, and supporting a team in a skilled call center environment.
- Demonstrated commitment to ethical conduct, professionalism, accountability, and respect for a diverse workforce and customer base.
- Ability to maintain confidentiality and exercise discretion when handling sensitive business, employee, and customer information.
- Ability to establish and maintain productive working relationships with members, customers, employees, community partners, contracted service providers, and prospective business partners.

Key Responsibilities:

- Provide strategic leadership for the call center by aligning operations, staffing, technology, and service standards with the long-term goals of C&T; Enterprises, affiliated companies, and contracted service partners.
- Identify, develop, and secure new business opportunities for contracted call center services by cultivating prospective client relationships, assessing service needs, preparing proposals, and recommending service agreements that support organizational growth.
- Lead financial planning efforts for the call center, including budgeting, pricing strategies, staffing forecasts, technology investments, cost recovery, and overall financial sustainability.
- Direct and oversee daily call center operations to ensure reliable, professional, and responsive service for utility, cooperative, affiliated company, and contracted-service customers.
- Attend oversight committee meetings and provide operational updates, recommendations, and follow-up regarding service performance, staffing, and operational initiatives.
- Prepare and present quarterly department and performance reports to executive leadership and the Board of Directors, including key performance indicators, service trends, staffing updates, technology needs, and strategic initiatives.
- Develop and maintain staffing schedules to support seven-day operations, including after-hours, weekend, holiday, and emergency coverage.
- Provide leadership and operational support during outages, severe weather events, emergencies, and other situations requiring extended or nontraditional work hours.
- Develop, implement, and continuously improve departmental policies, procedures, service standards, and operational practices.
- Maintain and update job procedures, training materials, call-handling instructions, and company-specific protocols to ensure consistent service delivery.
- Develop and manage the annual departmental budget while monitoring operating expenses and supporting appropriate cost allocation for services provided.
- Negotiate, administer,



and review service agreements and contractual arrangements for organizations utilizing call center services.
- Recruit, hire, onboard, train, coach, supervise, and evaluate call center staff to ensure high levels of performance, professionalism, and customer service.
- Provide direct call handling and shift coverage when required to maintain service levels.
- Coordinate dispatch communications and ensure timely notification of crews, management, and designated personnel regarding outages, trouble calls, service requests, and major storm events.
- Monitor and evaluate call quality through review of phone recordings, dispatch logs, service metrics, and quality assurance processes.
- Oversee the implementation, maintenance, optimization, and troubleshooting of call center technologies, including phone systems, IVR platforms, reporting tools, and call recording software.
- Serve as the primary point of contact for affiliated organizations, contracted partners, vendors, and external stakeholders regarding call center operations and service delivery.
- Prepare and maintain operational, financial, billing, invoicing, and performance reports to support management decision-making and customer service tracking.
- Foster strong working relationships with internal departments, utility operations personnel, leadership teams, contracted clients, and customers to ensure effective communication and seamless service delivery.
- Perform other duties and special projects as assigned to support organizational objectives and operational needs.

Special Working Conditions:

- Must be flexible with work hours and available to work days, evenings, nights, weekends, and holidays as needed.
- Must be available for on-call responsibilities and respond to operational needs outside of normal business hours.
- Must be able to work during outages, severe weather events, emergencies, and other system-related incidents that require immediate response.
- Must be capable of maintaining reliable attendance and providing leadership support in any weather condition and at any time of day or night to ensure continuity of call center operations and customer service.

How to Apply:

If you meet the qualifications, are adaptable, and are looking for an exciting new challenge, we encourage you to apply. Qualified applicants should complete the Position Inquiry Form, uploading a resume and any other supporting documentation. The company will review applications on a rolling basis until the position is filled.

C&T; Enterprises, Inc., is an equal-opportunity employer that values diversity in its workforce. We encourage applicants from all backgrounds to apply.

Note: Only shortlisted candidates will be notified.

About Us:

C&T; Enterprises, Inc. is a jointly owned for-profit subsidiary of Claverack (Wysox, PA) and Tri-County (Mansfield, PA) Rural Electric Cooperatives. C&T; provides shared management and support services for the two parent electric cooperatives, as well as the cooperatives’ telecom affiliates, Claverack Communications - Revolution Broadband and Tri-Co Connections, along with C&T;’s subsidiary utilities, including Wellsboro Electric Co. (Wellsboro, PA), Citizens’ Electric Co. (Lewisburg, PA), and Valley Energy (Sayre, PA), a natural gas distribution company.

📌 Director of Call Center Operations — C&T Enterprises (Thenzawl)
🏢 C&T Enterprises
📍 Thenzawl