Call Center Supervisor

Plan, direct and monitor the activities of Customer Services bargaining unit or non-exempt line employees. Maintain and deliver optimum quality of service to customers, and maximize employee productivity. Implement standards and programs to improve processes and increase customer satisfaction.

Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees. Mentor and provide guidance to employees. Provide input regarding performance of employees. Promotes customer and employee satisfaction

Position will be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

SKILLS:

MINIMUM:

- 5 - 8 years internal utility company experience, or equivalent external experience
- 4 or more years internal supervisory experience, or receive acceptable rating on Supervisory Assessment
- In-depth knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes
- Advanced understanding of applicable systems and technology (eg, customer information system)
- Demonstrated computer literacy
- Strong written and oral communication skills

PREFERRED:

- Bachelor's degree