Senior Customer Operations Supervisor (Backoffice Collections)

PSEG•Newark, NJ

1d•$93,600 - $148,200•Hybrid

About The Position

This supervisory position resides in the Collections Process within the Backoffice portfolio. The role leads unionized associates to achieve daily performance targets and departmental goals. It oversees Backoffice Collections workflows and sub portfolios, monitors individual results, and provides coaching to drive strong performance, technical competence, safe work behaviors, and balanced customer satisfaction. The supervisor plays a key role in analyzing operational data and results, implementing process improvements, coordinating staffing needs, and ensuring compliance with business controls and company and regulatory policies. Success in this position requires strong customer focus, leadership, teamwork, effective communication, solid analytical skills, and the ability to manage shifting operational priorities.

Requirements

BA/BS degree preferably in Business and a minimum of 5 years customer service/ collection/ meter-to-cash/ portfolio management utility experience.
In lieu of a degree, a minimum of 10 years of experience of collections, meter-to-cash operations, and/or portfolio management.
Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
Ability to lead, develop and motivate high performing teams
Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines.
Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations.
Demonstrated strong analytical, verbal, written and presentation communication skills. Strategic thinking, and excellent interpersonal skills. Strong analytical, strategic thinking, and interpersonal skills.
Demonstrated ability to work independently; prioritize work; meet deadlines and targets
Strong computer skills, specifically in Microsoft Excel, Outlook, PowerPoint, Word, SAP CCS
General knowledge of Bargaining Agreement.
Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history.
Compliance with the Department of Energy's regulation 10 CFR 810 is required.

Nice To Haves

Experience working with union associates and grievance process.
Experience in collections & portfolio management.
Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related

Responsibilities

Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance.
Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance.
Set priorities for the team to ensure effective workload management.
Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence.
With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.
Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
Supervise and lead by initiating, guiding, supporting and motivating associates.
Organize and lead team meetings. Plan and organize activities/projects.
Analyze data to assess business performance and adjust local procedures as appropriate. Play a leadership role in the development, recommendation and implementation of new procedures and process improvements.
Maintain staff levels/requirements to best meet business needs.
Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication.
Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.
Location, function and shift of this supervisory role can vary depending on operational needs.