Supervisor, Contact Center Operations

PG&E•Fresno, CA

3d•Hybrid

About The Position

Contact Center Operations Leadership manages or co-manages the day-to-day operations of a Contact Center location. The supervisor develops and implements strategies, plans, programs, and initiatives that align with the Contact Center’s and the company’s purpose, virtues, and stands. The role leads employees, including union-represented employees, to achieve department targets and business results while maintaining compliance, safety, service quality, and operational efficiency. This is a hybrid position, working from a remote office and an assigned work location based on 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 position is eligible to participate in PG&E’s discretionary incentive compensation programs. The stated California salary range is $90,000 to $136,000, with a midpoint of $113,000; the expected range is around the minimum and midpoint, and actual pay depends on multiple factors.

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 driver’s 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 employee expectations, share business results, and communicate business plan objectives.
Encourage and practice teamwork with employees and stakeholders.
Coach and develop employees on call-handling techniques, communicate Contact Center goals, and set performance expectations.
Manage daily work activities to reduce costs, improve productivity, and maximize operational efficiency; identify 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 strategies, model safe behavior, and address safety-related and ergonomic issues.
Ensure employees comply with company policies and procedures, including applicable federal and state provisions.
Identify process improvement opportunities and recommend process or system improvements to increase the quality and efficiency of business practices.
Potentially manage cross-functional projects or 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 offer 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, survey results, continuous improvement processes, and personal observations.
Continuously develop job skills, technical knowledge, and proficiency; seek opportunities to enhance work experience and business understanding, including participation in company initiatives or projects.
Collaborate with stakeholders on creating or enhancing departmental procedures.
Work independently on moderate- to high-risk assignments with little or no guidance from a manager.
Work with management and senior leadership across functions to influence decisions.