Call Center Operations Supervisor

Rochester Gas & Electric; City of Rochester (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive benefits

Bonuses

401(k) match

Health insurance

Tuition reimbursement

Career development

Job summary

ROCHESTER GAS & ELEC CORP is seeking a Supervisor to lead the Customer Relations Center in Rochester, NY. This role directs daily customer service operations across channels, coaching the team and ensuring policy-aligned responses.

You will oversee escalated issues, monitor quality, and support emergency restoration efforts while fostering growth and a customer-focused culture within a 5-day on-site workweek.

Qualifications

• Experience in program management administration or customer service with supervisory duties.
• Knowledge of company policies and billing processes.
• Familiarity with NYPSC rules and related low-income program procedures.

Responsibilities

• Direct daily call center operations across multiple channels, ensuring performance and policy adherence.
• Resolve escalated customer issues promptly with fair and professional response.
• Monitor quality via audits of interactions and case work to ensure accuracy and compliance.
• Develop team performance through coaching and routine personnel support.
• Promote a customer-focused environment and recognize high performance.
• Support emergency response and restoration efforts during storms or events.

Skills

Strong communication

Organizational skills

Leadership

Customer service

Problem solving

Education

Bachelor's degree

Job description

ROCHESTER GAS & ELEC CORP is seeking a Supervisor to lead the Customer Relations Center in Rochester, NY. This role directs daily customer service operations across channels, coaching the team and ensuring policy-aligned responses.

You will oversee escalated issues, monitor quality, and support emergency restoration efforts while fostering growth and a customer-focused culture within a 5-day on-site workweek.