Call Center Supervisor: Lead Customer Experience (Hybrid)

Public Service Enterprise Group; Honolulu (HI); Hybrid; USD 75,000 - 118,700; Full time

Benefits offered by this job

Health benefits (medical, vision, and

Job summary

Public Service Enterprise Group is seeking a supervisor for our Call Center, overseeing Customer Service Representatives and guiding daily operations to achieve performance targets.

You will monitor performance, coach staff, ensure compliance, and address customer issues across billing, meter readings, and collections while collaborating with other departments and supporting special projects.

Qualifications

• Bachelor’s degree and 2+ years customer operations experience with 1 year supervision; or 6+ years in customer service with direct customer contact and 1 year supervision.
• Strong leadership and ability to supervise bargaining unit employees.
• Excellent verbal and written communication skills.
• Proficient in MS Outlook, Excel, PowerPoint, Access, and Word.
• Ability to travel to and from different PSEG work locations within a 24 hour work service environment.

Responsibilities

• Supervise and support staff of Customer Service Representatives in the Call Center.
• Monitor and analyze individual performance toward scorecard targets.
• Lead a diverse workforce through coaching, counseling and teambuilding to ensure high-quality service.
• Monitor performance and address issues related to sickness, discipline and standards to ensure efficiency.
• Keep employees informed on processes, procedures and regulations; ensure compliance.
• Handle customer issues related to satisfaction, meter readings, payment processing, collections and billing.
• Collaborate with other departments to review guidelines and suggest process changes.
• Provide technical support on rates, systems, and company policies.
• Participate in special projects and task forces.
• Engage in community outreach activities, meetings and events.
• Maintain staffing levels to meet customer needs.
• Work various shifts including weekends, holidays and nights; standby and extended hours during storms.

Skills

Leadership

Customer service

Coaching

Communication

Analytical

MS Office

Education

Bachelor’s degree

Tools

Microsoft Outlook

Excel

PowerPoint

Access

Word

Job description

Public Service Enterprise Group is seeking a supervisor for our Call Center, overseeing Customer Service Representatives and guiding daily operations to achieve performance targets.

You will monitor performance, coach staff, ensure compliance, and address customer issues across billing, meter readings, and collections while collaborating with other departments and supporting special projects.