Customer Operations, Senior Supervisor

Southern California Edison•Irwindale, CA

5d•Hybrid

About The Position

Join the Clean Energy Revolution Become a Customer Operations, Senior Supervisor at Southern California Edison (SCE) and build a better tomorrow. In this job, you'll be leading a team of individuals focused on completing program enrollments for SCE's managed income qualified programs, energy savings programs and other customer optioned programs. As a Customer Operations, Senior Supervisor your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Requirements

Associate Degree in applicable profession, business, or technical discipline or and equivalent combination of education, training, and experience.
Typically possesses four or more years combined experience performing or supervising function.

Nice To Haves

An understanding of SCE's income qualified programs including CARE, FERA, and Energy Savings Assistance (ESA).
An understanding of the Medical Baseline and Summer Discount programs.
The ability to recognize staffing needs and move resources to cover peaks in work volumes.

Responsibilities

Leading, coaching, and developing a team of customer service personnel, overseeing and making real-time adjustments to operations ensuring high performance standards and quality service delivery.
Setting and monitoring individual and team performance goals ensuring teams meet or exceed key performance indicators (KPIs), such as customer satisfaction, resolution time, first-call resolution rates, billed revenue, delayed billing, outstanding receivables, and net write-off.
Handling escalated and complex customer and/or operational issues, ensuring timely and effective resolutions.
Collaborating with internal stakeholders to align strategies and optimize processes for improved outcomes.
Analyzing performance metrics and trends to identify opportunities for improvement and implementing action plans to address service gaps.
Collaborating with senior leadership to align team goals and performance with broader departmental and organizational strategies and objectives.
Providing regular feedback and conduct performance evaluations to customer service supervisors and team members.
Supporting the development and implementation of new policies, procedures, and training initiatives to enhance service delivery.
Ensuring compliance with company policies, procedures, and industry regulations, maintaining a high standard of operational integrity.
A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.