Contact Center Operations Supervisor - Sacramento

Requisition ID # 146174
Job Category: Customer Support / Operations
Job Level: Supervisor
Business Unit: Customer & Comms
Work Type: Hybrid
Job Location: Sacramento
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position Summary
Manages day-to-day operations of a Contact Center location. Develops and implements strategies, plans, programs and initiatives which align with and contribute to the Contact Center and the company's vision, goals and objectives.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.​
A reasonable salary range is: ​
Bay Area Minimum: $​82,000
Bay Area Maximum: $​124,000
Job Responsibilities
Achieve business results through effective communication and leadership behaviors; effectively interpret and apply labor agreements with the support of all labor/management partners; set clear expectations by ensuring employees meet all company, departmental policies/procedures and Federal/State law provisions, share business results and communicate business plan objectives. Encourage and practice teamwork with employees and all stakeholders.
Coach and develop employees on all aspects of call handling techniques by providing a clear vision of Company/Contact Center goals and setting clear performance expectations. Manage daily work activities to reduce costs, improve productivity and maximize overall operational efficiencies with very little guidance. Actively identify and implement best practices.
Coach and develop union-represented employees to achieve department targets and goals
Create and manage a safe work environment; effectively implement elements of Utility Standard Practice for Safety and Contact Center Operations safety strategy. Model appropriate safety behavior, understand and manage safety-related and ergonomic issues.
Ensure employees remain compliant with all company policies/procedures (including compliance with Federal/State provisions)
Identify process improvement opportunities and make recommendations for process/system improvements (so as) to increase the quality and efficiency of current business practices. May manage cross-functional projects/initiatives and provide subject matter expertise.
Manage and improve customer perception and PG&E Brand Health Index by discussing barriers, issues, feedback and compliments with customers.
Solve moderate to complex problems with minimal direction and provide a new perspective on existing solutions.
Take ownership and responsibility for improving organizational metrics; meet and exceed customer expectations by providing timely feedback (using a variety of communication channels including but not limited to: call monitoring events, customer survey results, continuous improvement feedback process, personal observations, etc).
Take personal responsibility for continuously developing job skills as well as technical knowledge and proficiency. Seek opportunities to enhance job skills, work experience and business understanding (i.e. participation on company initiatives/projects).
Work collaboratively with other key stakeholders on the creation and/or enhancement of departmental procedures.
Work independently on moderate to high risk assignments independently or with little guidance from Manager.
Work with all levels of management and senior leadership across functions to influence decisions.
Qualifications
Minimum:
High School or GED-General Educational Development-GED Diploma
Job-related experience, 5 years
Desired:
Bachelors Degree or equivalent experience
Experience in contact center operations, at PG&E or other high volume people management
High Ratio experience with 25 agents to 1 supervisor experience
Leadership experience, 1 -2 years
CA Class C License, or equivalent
Ability to work flexible schedule (Core, Swing, Grave)
Ability to travel up to 10 percent of working time