Customer Experience & Call Center Supervisor

PNM; Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

PNM is seeking a Customer Service Supervisor to lead call center operations, billing, and customer interactions in a fast-paced department. The role involves guiding teams, ensuring service standards, and managing budgeted resources to meet targets.

The position requires a Bachelor's degree in business/management/finance with 1–3 years of related experience, and may include credit checks given the financial nature of duties.

Qualifications

• Bachelor's degree from a four-year college or university in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience.

Responsibilities

• Supervises customer service, billing, call center operations, credit and collections, and customer interface for complaint resolution.
• Directs and schedules subordinate work groups to achieve department goals and objectives.
• Ensures compliance with company policies, procedures, rate tariffs, and regulatory requirements.
• Manages budget and resource utilization to meet targets while delivering quality service.
• Participates in community activities to represent company programs.
• Provides training, coaching, and performance feedback to staff; conducts interviews and hiring.

Skills

Customer service

Supervision

Budgeting

Interpersonal skills

Communication

Education

Bachelor's degree in business/management/finance

Tools

Definity G3R switch

CMPS software

Scheduling software

Job description

PNM is seeking a Customer Service Supervisor to lead call center operations, billing, and customer interactions in a fast-paced department. The role involves guiding teams, ensuring service standards, and managing budgeted resources to meet targets.

The position requires a Bachelor's degree in business/management/finance with 1–3 years of related experience, and may include credit checks given the financial nature of duties.