Call Center SupervisorPosted: October 30, 2009
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
Supporting the Manager, Customer Service, in all facets of Customer Service Call Center operations to insure that PGW customers receive a best-in-class service.
Leading a team of 10-20 employees charged with providing exemplary customer experiences in support of the Company’s objective.
Communicating performance standards/metrics to each employee, job and job classification under supervision; review progress of each direct report on a continual, regular basis; provide regular, consistent feedback and guidance to all direct reports to correct or enhance performance issues; hold direct reports accountable for their individual and departmental performance standards/metrics.
Developing, preparing and analyzing complex information associated with reports or studies that impact customer satisfaction and service.
Supporting the Manager of Customer Service with implementing and maintaining a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes which either enhance customer experiences or improve operational/cost efficiencies without negatively impacting customer satisfaction.
Fostering a positive relationship with union representatives. Conduct regular meetings with representatives to enhance operational understanding, customer satisfaction,etc...
Participating in the annual budget preparation process
QUALIFICATIONS:
Associates’ Degree in Business Administration, Accounting or other related field of study. Equivalent combination of experience and education may be acceptable in lieu of degree.
Three to five years of related experience in a call or contact center environment.
Three to five years of related experience working in the utility industry is preferred.
Knowledge of the PUC Chapter 56 federal, state and local regulations governing low income programs is helpful.
Prior supervisory experience.
Leadership ability with a willingness to take charge and offer opinions in order to provide guidance and motivate subordinate employees to apply an effective and efficient customer service oriented approach to their daily responsibilities.
Knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.
Proficiency in the use of Microsoft Office, PGW Legacy, CICS Billing System, Docucorp Bill Print System, PGW interactive website.
Possess problem solving and analytical skills with the ability to develop creative solutions to delicate issues.
Possess organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.
TO APPLY
www.pgworks.com/careers
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