Hybrid Leader, Contact Center Operations

PG&E; Fresno (CA); Hybrid; USD 90,000 - 136,000; Full time

Job summary

PG&E, Fresno, California, seeks a Supervisor in Contact Center Operations to lead day-to-day operations in a hybrid work setting. You will drive performance, coach staff, and ensure safety and policy compliance while coordinating with labor partners and management.

You will manage workflow, improve customer satisfaction metrics, and collaborate across departments to implement process improvements. A strong leadership background in contact centers is preferred.

Qualifications

• High School or GED required; 5 years of job-related experience.
• Bachelor's degree or equivalent experience preferred.

Responsibilities

• Achieve business results through effective communication and leadership.
• Coach and develop employees on call handling techniques and performance.
• Manage daily work activities to control costs and improve productivity.
• Ensure compliance with policies and labor agreements, and safety standards.
• Identify process improvement opportunities and lead cross-functional projects.

Skills

Leadership

Education

High School or GED

Bachelor's degree or equivalent

Job description

PG&E, Fresno, California, seeks a Supervisor in Contact Center Operations to lead day-to-day operations in a hybrid work setting. You will drive performance, coach staff, and ensure safety and policy compliance while coordinating with labor partners and management.

You will manage workflow, improve customer satisfaction metrics, and collaborate across departments to implement process improvements. A strong leadership background in contact centers is preferred.