Customer Contact Center Senior Supervisor

Southern California Edison - Rancho Cucamonga, CA (30+ days ago)4.0

Job Description
Energy for What’s Ahead
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings. Position overview:
This position will be a supervisor in the Customer Contact Center (CCC) within Southern California Edison’s (SCE) Customer Service Organizational Unit (CSOU). The successful candidate will provide leadership and oversight to frontline employees who provide customer service to SCE’s residential and/or commercial customers. The successful candidate will be responsible for monitoring work performance, providing direction, call coaching, feedback, mentoring and employee development to ensure service delivery satisfaction.

Typical Responsibilities:
Providing coaching to internal CCC team members on areas specific to excellence in quality, including but not limited to employee performance, quality rating scores, and employee effectiveness and customer interaction techniques. Providing supervisory oversight and leadership of staff, processes, budget, and procedures for a Residential Customer Specialists and/or Commercial Customer Service Representatives, including managing the execution of short and mid-term plans for operational effectiveness and improvement, and integration with the broader organization, and acting as the first line of escalated employee issues and to provide dispute resolution. Facilitating and encouraging teamwork focused on building and maintaining positive internal and external customer relationships. Engaging employees by linking organizational goals to higher level corporate accountabilities while meeting corporate diversity and equal opportunity expectations. Focusing on and coordinating employee development and training which may or may not be limited to the scope of current job, which may include developing a plan for career advancement. Effectively administer appropriate disciplinary action as needed, including providing continuous feedback to build employee's knowledge and skill set to ensure optimum employee performance. Make decisions relating to interpretation and application of policies and procedures and resolve escalated and /or politically sensitive customer issues. Decisions may have moderate to significant impact depending on the scope of the problem or issue. Decisions are made frequently on immediate issues with limited information and / or opportunity to review. Building and maintaining strong working relationships with internal SCE departments/organizations and external companies, collaborating with supervisors and managers on process improvement efforts and sharing best practices. Maintaining safety conscious work environment by following Edison safety protocols and safe work practices. Ability to promote and support safety culture projects/initiatives. Working weekends, holidays and non-traditional hours to cover a 24-7 operational environment (as needed) to support CCC Operations. Performing other responsibilities and duties as assigned.

Minimum qualifications:
Must have at least three years of experience leading, coaching, and developing employees in a customer interfacing environment.
Must be able to work weekends, holidays and non-traditional hours to cover a 24-7 operational environment (as needed) to support CCC Operations. Desired qualifications:
Bachelor’s Degree in Business or a related field or an equivalent combination of education, training, and experience.
Demonstrated experience in Customer Contact Center/Call Center.
Demonstrated experience providing effective coaching, mentoring and employee development of team members and provide effective performance feedback.
Demonstrated experience implementing policies and procedures in support of driving an overall team culture to have a customer service mindset.
Demonstrated experience monitoring customer interactions, researching and analyzing contact information, and making decisions related to customer service in a customer focused environment.
Demonstrated experience executing/implementing new skills and technologies in support of customer service activities.
Demonstrated experience supporting change to practices or processes to meet client needs.
Demonstrated experience using Microsoft Word, Excel, and PowerPoint.
Must demonstrate the ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction, manage risks appropriately, create and execute business plans, manage information, and provide exceptional service to internal and external customers.
Must demonstrate effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
Must demonstrate the ability to effectively communicate and present information and/or recommendations to employees, colleagues, superiors, and senior management in a persuasive manner leveraging strong influence and negotiation skills.
Must operate in an ethical manner and demonstrate strong leadership skills by effectively managing employee stress, driving exceptional performance and fostering an environment of continuous learning. Comments:
Position may be located in Irwindale or Rancho Cucamonga, CA.
Additional testing may be required as part of the selection process for this position.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship. Energy for What’s Ahead Southern California Edison, an Edison International (NYSE: EIX) company, serves a population of nearly 14 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. #LI-MM1