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Customer Operations Supervisor/Sr. Customer Operations Supervisor

Date: Jul 9, 2019

Location: Newark, NJ, US

Company: PSEG

Requisition ID:  55879 

Job Function/Category:  Operations 

Employment Type:  Exempt Full Time 

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey.  PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

 

These positions are part of a multi-level growth series position (Grade Level 26/27).

Direct supervision of customer-facing bargaining unit associates, with a strong emphasis on managing and developing individual performance. Learn and apply suite of Call Center applications and utilize analytic tools to monitor and drive performance. Set priorities for the team to ensure effective workload management. Motivate, coach and develop personnel towards high levels of performance, call quality, and technical competence. With oversight from managers, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan. Monitor and analyze individual and team performance on a daily basis, in an effort to achieve established scorecard targets. 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. 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.
The Call Center is a 24/7 operation and shift of supervisory roles can vary depending on business needs. Applicants must be able to work evenings, weekend, and overtime.

Requirements:

  • Bachelor’s degree or equivalent work experience; 4 yrs. or more of relevant work experience
  • Broad knowledge and experience with Customer Operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls.
  • Demonstrated leadership skills
  • Technical and analytical/problem-solving expertise.
  • Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
  • Strong verbal and written communication skills
  • Ability to work independently, prioritize work and meet deadlines and targets.
  • Able to assume all aspects of the supervision of personnel
  • Demonstrated ability to effectively interact with management, stakeholders, colleague and customers
  • Broad knowledge of business and technical aspects of the job, including financial and cost management
  • Strong MS Office skills
  • Availability to work evenings, weekends, and overtime. 24/7 Operations requires shift work that varies including storm duty.
  • Knowledge of labor relations; experience with SAP
  • Because the job requires driving to company locations and off-site assignments and events, must possess a valid driver’s license with a safe and satisfactory driver history.

 

 

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


Nearest Major Market: Newark
Nearest Secondary Market: New York City

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