Supervisor, Contact Center Operations

Pacific Gas And Electric Company•Fresno, CA

5d•$90,000 - $136,000•Hybrid

About The Position

Contact Center Operations Leadership manages or co-manages the day-to-day operations of a Contact Center location. The role develops and implements strategies, plans, programs, and initiatives that align with and contribute to the Contact Center’s and PG&E’s purpose, virtues, and stands. This hybrid position involves working from a remote office and an assigned work location according to business needs or company requirements. The assigned location will be within PG&E’s service territory and agreed upon by the successful candidate and hiring leader. The role is eligible to participate in PG&E’s discretionary incentive compensation programs. The California salary range is $90,000 to $136,000, with a midpoint of $113,000; the actual offer depends on factors including skills, education, credentials, experience, market value, and geographic location.

Requirements

High school diploma or GED.
Five years of job-related experience.

Nice To Haves

Bachelor’s degree or equivalent experience.
One year of leadership experience.
Experience in contact center operations at PG&E.
California Class C license or equivalent.
Ability to work a flexible schedule.
Ability to travel up to 10 percent of working time.

Responsibilities

Achieve business results through effective communication and leadership; interpret and apply labor agreements with support from labor/management partners; set expectations, communicate business results and objectives, and encourage teamwork.
Coach and develop employees in call-handling techniques, communicate Contact Center goals and performance expectations, manage daily work to reduce costs and improve productivity and operational efficiency, and implement best practices.
Coach and develop union-represented employees to achieve department targets and goals.
Create and manage a safe work environment, implement applicable safety practices and strategy, model safe behavior, and address safety-related and ergonomic issues.
Ensure employees comply with company policies and procedures and applicable federal and state provisions.
Identify process improvement opportunities and recommend process or system improvements; potentially manage cross-functional projects and initiatives and provide subject matter expertise.
Improve customer perception and PG&E Brand Health Index by discussing customer barriers, issues, feedback, and compliments.
Solve moderate to complex problems with minimal direction and develop new perspectives on existing solutions.
Take ownership of organizational metrics and meet or exceed customer expectations through timely feedback using channels such as call monitoring, customer surveys, continuous improvement feedback, and personal observations.
Continuously develop job skills, technical knowledge, and proficiency, and seek opportunities to broaden work experience and business understanding through company initiatives and projects.
Collaborate with stakeholders to create or enhance departmental procedures.
Work independently on moderate- to high-risk assignments with little guidance from a manager.
Work with management and senior leaders across functions to influence decisions.