Customer Service Supervisor

Job Summary

The Contact Center Operations Supervisor position operates a team who assist customers via phone and omni channel contacts by providing guidance and oversight of : Team Leads and Employees / Row Captains.

Responsibilities include employee supervision, employee talent development, work management (includes but not limited to customer phone calls and omni channel contacts, correspondence, budget billing review, internal audit reviews, To Dos and reports review), providing guidance and leadership to Team Leads and employees while ensuring that safety is the number one priority for work responsibilities in a hybrid work environment.

Being collaborative with SJI stakeholders (including but not limited to Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance and Vendors) is required to drive standardization, best practices, and ensure alignment with company’s goals to drive the business forward.

This position is responsible for reviewing and evaluating operational metrics to proactively execute on delivering results to meet the Company’s goals.

In summary, this position is accountable for overseeing and supervising employees of the contact center operations efficiently, while providing customers an exceptional experience for South Jersey Gas.

Essential Functions :

Exhibiting thoughtful leadership qualities that enhances employee engagement through a growth mindset that demonstrates a positive work environment the team feels valued and supported.

Executing on these leadership qualities reduces absenteeism, employee turn-over and increases productivity to meet the Company’s goals.

• Monitor attendance, occupancy, and adherence to ensure appropriate staffing levels to meet customer needs.
• Monitor established work goals to achieve maximum performance and when needed offer viable solutions.
• Effectively collaborate with peers and leaders to ensure the Company’s goals are met.
• Continued evaluation and recommendations of systems improvements and processes.
• Ensures established procedures are followed and internal controls are met.
• Provide guidance and support for talent development of team.
• Ability to identify trends, provide process improvement solutions and implement to efficiency.
• Performs other duties as assigned.

Qualifications / Skills :

• Ability to multi-task and handle pressure in a high volume, fast paced work environment.
• Strong written and verbal communication skills.
• Must foster an inclusive work environment and value all aspects of diversity.
• Strong analytical skills.
• Exceptional problem-solving skills.
• Must promote a positive team environment.
• Demonstrate(d) commitment to being innovative, accountable, and reliable.
• Ability to apply company policies, federal and state laws to departmental operations and employees.
• Engage employees to ensure they adhere to company’s policy and best practices. When needed consult with HR to further discuss performance matters.
• Understand the IT and system applications used by the department to ensure work performance is being achieved to meet the Company’s goals.
• Partner with Local / Labor Unions to create a strong and open two-way communication to solve for concerns that may arise with the team.
• Demonstrate a great customer experience life cycle interaction with our stakeholders.
• Exhibit / Proven interpersonal communication skills that is adaptable to our stakeholders.
• Affectively listen to and understand information and ideas presented by our stakeholders.
• Proven / Exhibit time management skills that maximizes available time to its highest purpose while achieving the Company’s objectives.

Required Background :

Bachelor’s degree with a minimum of 5 years of relevant experience.

In addition, a minimum of 1 year of team lead / coaching experience is required.

Equivalent work experience may be considered in lieu of a degree.

Preferred Skills :

Experience within a unionized workforce

Familiarity with the Workday system

Experience using the Oracle CC&B system

Physical Requirements :

• Sitting, reaching, extensive use of hands
• 95% Keyboarding

Environmental Working Conditions :

• Hybrid office environment
• Attend conferences, workshops, and community outreach events.
21 days ago