The Supervisor/Customer Solutions Contact Center is responsible for overseeing and directing the daily activities of Customer Solutions Contact Center employees. Supervisors are responsible for hiring, developing, performance management, reviewing calls, ensuring safety, and driving quality and customer satisfaction. This position must be able to effectively coach and develop employees as well as influence positive customer sentiment.

POSITION DIMENSIONS

Reporting directly to this position are up to 15 non-exempt employees. The incumbent may be indirectly responsible for a budget of up to $1.5MM. The incumbent may also regularly exchange information with leaders in other business units as well as senior managers or government officials.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. 

A bachelor’s degree in Business Administration or related field from an accredited university is preferred, or prior experience working in a contact center environment, including of minimum of 3 years of people leadership, including in a Contact or Dispatch Center.

This position also requires the following:

• Effective verbal and written communication skills, and the ability to adapt communication styles to suit different audiences
• Effective facilitation skills. Must be able to facilitate and navigate group discussions
• Ability to analyze and assemble clear and understandable reports, spreadsheets, create action plans and high level summaries
• Action oriented, and able to follow up on feedback to ensure positive outcomes ESSENTIAL JOB RESPONSIBILITIES
• Participate in the hiring, assignment, direction, development and promotion of staff
• Manage employee performance and provide employee development, including coaching and counseling
• Address disciplinary and/or performance issues in conjunction with Human Resources, and communicate effectively with employees regarding performance expectations and next steps
• Provide job-specific and safety training for employees; measure the effectiveness of the training and make needed improvements
• Monitor employee schedules, time off, and ensure accurate timekeeping
• Review processes to maximize efficiency. Recommend ways to improve efficiency, quality, customer experience and understanding to both internal and external customers
• Coordinate and interact with internal Southwest Gas departments to ensure efficient customer support and satisfaction, efficiency, and effectiveness
• Identify alternative solutions to resolve customer requests and/or complaints and initiate solutions to eliminate customer disputes which may include negotiation skills, offering operations, using de-escalation techniques, and ultimately ensure resolution and closure of customer concerns
• Lead or support projects directly related to primary area, and support other customer projects when needed
• Provide guidance to team to help resolve computer, system, or phone based issues
• Ensure adherence to company policy, procedure, and commission rules and regulations
• Analyze data and prepare reports, spreadsheets and high level summaries of findings
• Provide off-duty or after hours on-call as assigned
• Conduct regular and consistent call reviews, including virtual or physical side-by-sides, review of quality monitors, customer satisfaction survey results, customer complaints and compliments, and post-call surveys
• Oversee the escalated complaint process, including commission, Better Business Bureau, and Attorney General complaints
• Work with the Customer Account Resolution team to monitor collections and billing to recommend Contact Center process improvements on delinquent and adjusted accounts
• Make recommendations to enhance systems; provide cost benefit analysis and help to drive efficient and positive customer outcomes
• Performs other duties as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

$74,813 - $112,219

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.