Supervisor, Contact Center Operations

Requisition ID # 174934

Job Category: Customer Support / Operations

Job Level: Supervisor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Fresno

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

Contact Center Operations Leadership is responsible for the management/co-management of day-to-day operations of a Contact Center location. Incumbents develop and implement strategies, plans, programs, and initiatives which align with and contribute to the Contact Center’s and the company’s purpose, virtues and stands.

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

California Min: $90,000

California Mid: $113,000

California Max $136,000

Job Responsibilities

 Achieve business results through effective communication and leadership behaviors; effectively interpret and apply labor agreements with the support of all labor/management partners; set clear expectations by ensuring employees meet all company, departmental policies/procedures and Federal/State law provisions, share business results and communicate business plan objectives. Encourage and practice teamwork with employees and all stakeholders.

 Coach and develop employees on all aspects of call handling techniques by providing a clear vision of Company/Contact Center goals and setting clear performance expectations. Manage daily work activities to reduce costs, improve productivity and maximize overall operational efficiencies with very little guidance. Actively identify and implement best practices.

 Coach and develop union-represented employees to achieve department targets and goals

 Create and manage a safe work environment; effectively implement elements of Utility Standard Practice for Safety and Contact Center Operations safety strategy. Model appropriate safety behavior, understand and manage safety-related and ergonomic issues.

 Ensure employees remain compliant with all company policies/procedures (including compliance with Federal/State provisions)

 Identify process improvement opportunities and make recommendations for process/system improvements (so as) to increase the quality and efficiency of current business practices. May manage cross-functional projects/initiatives and provide subject matter expertise.

 Manage and improve customer perception and PG&E Brand Health Index by discussing barriers, issues, feedback and compliments with customers.

 Solve moderate to complex problems with minimal direction and provide a new perspective on existing solutions.

 Take ownership and responsibility for improving organizational metrics; meet and exceed customer expectations by providing timely feedback (using a variety of communication channels including but not limited to: call monitoring events, customer survey results, continuous improvement feedback process, personal observations, etc).

 Take personal responsibility for continuously developing job skills as well as technical knowledge and proficiency. Seek opportunities to enhance job skills, work experience and business understanding (i.e. participation on company initiatives/projects).

 Work collaboratively with other key stakeholders on the creation and/or enhancement of departmental procedures.

 Work independently on moderate to high risk assignments independently or with little guidance from Manager.

 Work with all levels of management and senior leadership across functions to influence decisions.

Qualifications

Minimum:

 High School or GED-General Educational Development-GED Diploma

 Job-related experience, 5 years

Desired:

 Bachelors Degree or equivalent experience

 Leadership experience, 1 year

 Experience in contact center operations, at PG&E

 CA Class C License, or equivalent

 Ability to work flexible schedule

 Ability to travel up to 10 percent of working time