What are the responsibilities and job description for the Lead Supervisor-Call Center Operations position at Rhode Island Energy?
Company Summary Statement : Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today. Overview:
Reporting to the Contact Center Manager, the Lead Supervisor is responsible for promoting a customer-focused culture while enhancing experiences for Rhode Island Energy customers. Within the role, the lead will be responsible to oversee supervisors and analysts within call center operations to maintain a smooth and efficient function in line with Department, Company, and Regulatory requirements. This role will translate functional policy by executing and delivering procedures that drive greater efficiencies and performance for the end-to-end process within the operations. This role requires strong leadership skills to motivate and manage staff to meet performance goals and work cross functionally with multiple departments across the Rhode Island Energy that results in a positive customer experience. The Lead Supervisor must have a deep understanding of customer service best practices and be able to implement them in a fast-paced, high transactional environment.
Responsibilities:
- Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders. This includes the hiring of customer service representatives and front-line supervisors
- Responsible for monitoring and analyzing contact center performance metrics to identify areas for improvement.
- Daily execution of call center strategies, policies, and procedures
- Responsible to direct daily work priorities, balance workload across internal and external vendor partners and hold accountability of performance including quality
- Encourage and motivate remote and in-office personnel who work in an extremely repetitious, but fast-paced contact center environment.
- Oversee a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried in accordance to end to end process
- Oversee performance of allocated staff including issues relating to sickness, discipline and agent performance levels and ensure timely delivery of feedback. Coach and develop staff
- Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement
- Monitor all Service Level targets, Key Performance Indicators and Risk to ensure compliance. Develop actions plans when targets are not met.
- Build and strengthen team environment, set expectations to improve work performance and ensure supervisors and representatives are complying with standards set forth by our regulatory bodies
- Promote and implement procedural best practice to ensure all working practices (and where relevant, health and safety standards) are compliant with RIE policies and regulatory requirements.
- Use sound judgment to think and act commercially when making decisions that impact productivity and cost. (Offering overtime, off phone activities, time off requests)
- Conduct regular performance evaluations and provide constructive feedback to call center supervisors to promote professional growth and development.
- Build relationships and effectively collaborate with various operations teams in the development, implementation, and/or changes to business processes. Coordinate with other departments to analyze and resolve difficult problems, inquiries, and complaints. Propose new, novel solutions to prevent problems from recurring, as appropriate.
- Manage continuous improvement to achieve goals for customer service satisfaction. Appropriately balance the needs of the customer with the requirements of the business, building awareness of customer feedback across operations teams to optimize customer satisfaction.
- Foster a positive work culture and team environment to promote employee engagement and retention.
- Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
- The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
- Bachelor’s degree or higher
- 5 years background in teaching, training, or customer service and a minimum of 2 years utility experience required
- Experience working with represented workforce highly desirable
- Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint) and working knowledge of call center process, technology and industry, and best practices.
- Demonstrated track record of driving high performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.
Preferred Qualifications
- Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
- Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.
- Knowledge and understanding of customer systems within a regulated environment
- Exposure to Rhode Island regulatory requirements
