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 t

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