Supervisor, Call Center Operations

Philadelphia Gas Works•Philadelphia, PA

21d•Hybrid

About The Position

The Customer Affairs Supervisor manages a small work group responsible for ensuring PGW customers receive high-quality service when visiting a Customer Service Center or contacting the Customer Call Center. The role provides guidance and direction, establishes job standards, and offers technical support to the team. The supervisor is accountable for the group's overall work quality, including proper handling of metering, billing, and collections. The position oversees customer affairs administration, personnel management, and finance and accounting activities. It supports continuous improvement, customer dispute resolution, employee performance and development, coordination with union representatives, and compliance with applicable regulations. The role is based in Philadelphia, Pennsylvania, and PGW describes its work environment as hybrid.

Requirements

Associate degree in Business Administration, Accounting, or a related field.
Three to five years of directly related experience in the utility industry; experience with energy assistance programs is preferred.
Knowledge of Public Utility Commission Chapter 56 and federal, state, and local regulations governing low-income programs.
Leadership ability and willingness to lead, take charge, offer opinions, guide staff, and motivate employees to provide efficient, effective, customer-oriented service.
Knowledge of general office practices, including office administration, budget and accounting principles, procurement procedures, team building, and personnel management.
Verbal and written communication skills, including the ability to interact effectively with employees at all levels, irate customers, and public agencies or officials in delicate, high-pressure situations.
Proficiency with Microsoft Office, the PGW Legacy CICS Billing System, the DocuCorp Bill Print System, and the PGW Interactive website.
Problem-solving and analytical skills, including the ability to develop creative solutions to delicate issues.
Organizational management skills and the ability to handle multiple tasks simultaneously, often under short deadlines.

Nice To Haves

Experience working with energy assistance programs.

Responsibilities

Develop, prepare, and analyze complex information for reports and studies, and present recommendations to management.
Promote continuous improvement by investigating and implementing systems, technologies, and processes that improve customer experience or operational and cost efficiency without negatively affecting customer satisfaction.
Maintain positive relationships with union representatives through regular and ad hoc meetings about operations, customer satisfaction, and employee matters.
Ensure timely resolution of customer disputes referred by PGW senior executives, regulatory and legislative bodies, government offices, and other sources.
Communicate performance standards and metrics to staff; review progress reports and provide feedback and guidance while holding direct reports accountable.
Coordinate subordinate work by establishing timelines and milestones, setting priorities, assigning work, monitoring projects, and providing direction and assistance.
Assess employee training needs and ensure staff follow company policies, practices, procedures, and applicable collective bargaining agreements; assist with first-step grievances.
Conduct progress evaluations for merit or progression wage increases and meet with employees to provide commendations or disciplinary actions as appropriate.
Participate in annual budget preparation as needed or requested.
Monitor current regulations and standards and ensure the unit processes information in accordance with federal, state, and local regulations.
Perform other special projects and assignments as directed.