Call Center Manager - Evansville

CenterPoint Energy and its predecessor companies have been in business for more than 150 years. 

Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people. 

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve. 

Job Summary:

The Contact Center Manager provides strategic leadership and operational oversight for the utility call center. This role is responsible for aligning team objectives with organizational priorities, driving process improvements, and fostering innovation to shape the future of the Contact Center. The manager ensures operational efficiency, cost control, and a positive workplace culture while delivering exceptional customer experiences and supporting business growth.

Key Responsibilities

• Strategic Leadership
• Establish and communicate team objectives aligned with company goals.
• Champion process enhancements and innovation to improve customer experience and operational efficiency.
• Serve as liaison between the call center and field operations to maintain strong partnerships.
• Operational Management
• Oversee daily call center operations to ensure service quality and profitability.
• Utilize tools and reports to monitor business activity and manage performance metrics.
• Analyze call center statistics and implement action plans to improve team performance.
• Workforce Planning
• Support forecasting, scheduling, and staffing to meet workload demands, including peak periods and emergency situations.
• Ensure compliance with safety and service standards across all customer programs.
• Performance & Development
• Lead and motivate supervisors and support staff to achieve performance goals and continuous improvement.
• Coach supervisors to enhance leadership skills and meet professional development objectives.
• Foster open communication and collaboration within the team and across departments.
• Customer Experience & Growth
• Design and implement initiatives to improve customer service, reduce costs, and increase revenue.
• Promote solution-based selling and value-added services to achieve sales and satisfaction targets.

Education

• Bachelor’s degree in business, Management, or related field.

Experience

• 5+ years of leadership experience in a contact center or customer operations environment.
• Proven ability to manage large teams and deliver results in a fast-paced setting.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills with a focus on building a positive culture.
• Experience with workforce management tools, performance reporting, and process improvement methodologies.

We want you to know
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together. 
 

What we bring to you

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Job Type: Full Time 
Posting Start Date: 01/14/2026​
Posting End Date: 01/21/2026

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

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