Contact Center Supervisor - Lead 10-15 Reps (Onsite)

Seattle Public Utilities; Seattle (WA); On-site; USD 63,000 - 74,000; Full time

Benefits offered by this job

Vacation and holidays

Medical/Dental/Vision

Life and long-term disability

Job summary

Seattle Public Utilities (SPU) seeks an experienced Contact Center Supervisor for its Utility Contact Center. You will lead a team of 10–15 representatives and support all 80+ staff, ensuring world-class customer service in a fast-paced, metrics-driven environment.

The role requires on-site presence with Monday–Friday shifts and after-hours on-call coverage; telework is not available. You will coordinate with other units and guide staff through process improvements and change.

Qualifications

• Four years in collections and billing with analytical work.
• One year of lead or supervisory experience.
• Proven ability to meet performance metrics and deliver customer satisfaction.
• Ability to operate in a fast-paced, metrics-driven environment.

Responsibilities

• Lead and motivate a 10–15 person contact center team.
• Review QA results and tailor staff training plans.
• Monitor calls to ensure customer satisfaction and diagnose issues.
• Provide guidance for difficult or escalated inquiries.
• Coordinate with Workforce Management for staffing needs.
• Provide on-call emergency support during outages, including overtime or weekends.
• Share information about utility programs to internal and external customers.

Skills

Leadership

Customer service

Problem resolution

Critical thinking

Communication

Technical literacy

Tools

Billing systems

CRM software

Contact center software

Job description

Seattle Public Utilities (SPU) seeks an experienced Contact Center Supervisor for its Utility Contact Center. You will lead a team of 10–15 representatives and support all 80+ staff, ensuring world-class customer service in a fast-paced, metrics-driven environment.

The role requires on-site presence with Monday–Friday shifts and after-hours on-call coverage; telework is not available. You will coordinate with other units and guide staff through process improvements and change.