Customer Care Center Manager — Lead, Improve & Elevate Service

HAWAIIAN ELECTRIC CO.; Honolulu (HI); On-site; USD 109,900 - 142,600; Full time

Job summary

Hawaiian Electric Companies is seeking a Manager Supervisor for the Customer Care & Support Center on Oahu, Maui, or Hawaii Island. The role leads a high-performance team, focuses on customer care, quality assurance, workforce planning, and continuous improvement to meet service goals.

The position emphasizes staffing, coaching, training, and data-driven performance management to optimize call efficiency and customer experience in a fast-paced environment.

Qualifications

• Thorough knowledge of accounting principles or equivalent experience.
• Thorough knowledge of customer billing system.
• Thorough knowledge of credit and collection principles and law.
• Working knowledge of communication principles and change cycle management.
• Working knowledge of internet, web, PCs and mainframe systems and related software.
• Working knowledge of rates and rate making.

Responsibilities

• Provides effective leadership to the department and develops a high-performance team.
• Develops and executes operational strategies fostering innovation and customer experience.
• Plans, prioritizes, develops and implements short-, mid-, and long-term plans and QA programs.
• Maintains professional knowledge by tracking trends in call center operations.
• Enforces credit policies to minimize outstanding receivables.
• Participates in Company emergency response activities as assigned.

Skills

Interpersonal skills

Communication skills

Leadership & supervision

Analytical skills

Negotiation skills

Ambiguity tolerance

Job description

Hawaiian Electric Companies is seeking a Manager Supervisor for the Customer Care & Support Center on Oahu, Maui, or Hawaii Island. The role leads a high-performance team, focuses on customer care, quality assurance, workforce planning, and continuous improvement to meet service goals.

The position emphasizes staffing, coaching, training, and data-driven performance management to optimize call efficiency and customer experience in a fast-paced environment.