| Supervisor, Call Center |
Job Location:
Metro Area: |
Philadelphia, PA
PA - Philadelphia
|
Category: |
Call Center Operations
|
|
Contact Info |
Company Name: Philadelphia Gas Works
Website:
Click to Visit
|
Apply: Submit Resume Now
|
|
|
| |
Job Description:
|
The Philadelphia Gas Works is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to half a million customers. From its rather humble beginnings in 1836, PGW has grown into the large, modern facility that exists today.
As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. We provide a wide range of employment opportunities and an excellent benefits package that includes flexible spending and tuition assistance up to 100%.
Philadelphia Residency required within one (1) year of hire date.
Job Title: Supervisor, Call Center
Department: Customer Service
Reports to: Manager, Call Center
Location: Philadelphia, PA
Responsibilities Include:
Support the Manager, Customer Service, in all facets of Customer Service Call Center operations to insure that PGW customers receive a best-in-class service.
Lead a team of 10-20 employees charged with providing exemplary customer experiences in support of the Company’s objective.
Communicate 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.
Develop, prepare and analyze complex information associated with reports or studies that impact customer satisfaction and service. Present action recommendations to management based on analysis of data.
Support 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.
Foster a positive relationship with union representatives. Conduct regular meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.
Participate in the annual budget preparation process as needed or requested.
Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance to federal, state and local regulations.
Perform other special projects and assignments as directed
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. Experience working in the utility industry is preferred. Union management experience a plus
Knowledge of the PUC Chapter 56 federal, state and local regulations governing low income programs is helpful.
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.
Excellent verbal and written communication skills and the ability to effectively interact with all levels of employees, irate customers and other public agencies/officials delicately in highly stressful conditions.
Proficiency in the use of Microsoft Office,CICS (or similar)Billing System, Docucorp (or similar) Bill Print System.
Problem solving and analytical skills with the ability to develop creative solutions to delicate issues.
Organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.
|
|
|
|
