Call Center Operations Supervisor (Hybrid)

Philadelphia Gas Works

Philadelphia (Philadelphia County)

On-site

USD 65,000 - 95,000

Full time

9 days ago

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Benefits offered by this job

Free Health Insurance

Free Dental Insurance

Flex Spending

Commuter Benefits

Pension Plan

Free Parking

Wellness Programs

Onsite Gyms

Tuition Assistance

PSLF Eligible Employer

Parental Leave

Hybrid Work Environment

Job summary

Philadelphia Gas Works is seeking a Supervisor, Call Center Operations in Philadelphia, PA. You will lead a small team, set standards, and ensure high-quality customer service at service centers and the call center.

The role emphasizes leadership, regulatory knowledge, and process improvement to enhance satisfaction and efficiency. The ideal candidate has an associate degree and 3–5 years in the utility sector, with strong communication skills and proficiency in billing systems and MS Office

Qualifications

Associate degree in Business Administration, Accounting, or related field.
3 to 5 years of related experience in a utility setting, preferably with energy programs.
Knowledge of Public Utility Commission Chapter 56 and related regulations.
Strong leadership abilities to guide a team and drive customer-focused results.
Excellent verbal and written communication; proficient with Microsoft Office and billing systems.

Responsibilities

Manage a small work group ensuring best-in-class service at Customer Centers and Call Center.
Set job standards, provide technical guidance, and monitor overall quality of work.
Coordinate work activities, timelines, priorities, and training for staff.
Handle escalated customer disputes with senior leadership input when needed.
Participate in budgeting, regulatory compliance, and continuous improvement initiatives.