Hybrid Contact Center Operations Lead

Pacific Gas and Electric Company; Fresno (CA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Pacific Gas and Electric Company in Fresno is seeking a Supervisory professional to lead day-to-day Contact Center operations within a hybrid work model.

The role emphasizes coaching staff, coordinating with labor partners, and driving performance to meet company objectives while ensuring safety and policy compliance. A background in PG&E contact centers is preferred, with relevant leadership experience.

Qualifications

• High School or GED required.
• 5 years of job-related experience.
• Bachelor's degree or equivalent.
• 1 year of leadership experience.
• Experience in PG&E contact center operations.
• CA Class C license or equivalent.
• Ability to work a flexible schedule.
• Ability to travel up to 10%.

Responsibilities

• Lead day-to-day operations of a Contact Center location.
• Coach and develop staff on call handling and performance.
• Work with labor/management partners to meet targets.
• Ensure compliance with policies and safety standards.
• Identify process improvements and lead cross-functional initiatives.
• Collaborate with senior leadership across functions.

Skills

Leadership experience

Customer service

Operations management

Education

High School diploma or GED

Bachelor's degree or equivalent

Tools

CA Class C License

Job description

Pacific Gas and Electric Company in Fresno is seeking a Supervisory professional to lead day-to-day Contact Center operations within a hybrid work model.

The role emphasizes coaching staff, coordinating with labor partners, and driving performance to meet company objectives while ensuring safety and policy compliance. A background in PG&E contact centers is preferred, with relevant leadership experience.