Outage & Emergency Response Center Supervisor

Hawaiian Electric Company; Honolulu (HI); On-site; USD 89,000 - 114,000; Full time

Job summary

Hawaiian Electric Companies seeks a Supervising Leader for the Customer Assistance Center in Oahu, Maui, or Hawai'i Island. You will oversee outage and emergency response operations, guiding a team to deliver exceptional customer service across phone, online, email and chat channels.

Responsibilities include document process improvements, KPI attainment, and collaboration with internal partners while ensuring compliance with tariffs and regulatory rules.

Qualifications

• Knowledge of call center and continuous improvement principles.
• Ability to manage a high performance team and meet KPI targets.
• Experience working with CIS, IVR, and customer portals.

Responsibilities

• Supervises daily operation of the Customer Care Center across channels.
• Ensures professional, timely customer communications and issue resolution.
• Leads training and development for direct reports; drives performance and accountability.

Skills

Leadership

Customer service

Communication

Problem solving

Tools

CIS

IVR

Portal tools

Job description

Hawaiian Electric Companies seeks a Supervising Leader for the Customer Assistance Center in Oahu, Maui, or Hawai'i Island. You will oversee outage and emergency response operations, guiding a team to deliver exceptional customer service across phone, online, email and chat channels.

Responsibilities include document process improvements, KPI attainment, and collaboration with internal partners while ensuring compliance with tariffs and regulatory rules.