Supervisor, Call Center Operations

Philadelphia Gas Works; United States; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Free Health Insurance Options

Free Dental Insurance

Flex Spending

Commuter Benefits

Pension Plan

Free Parking

Wellness Programs

Onsite Gyms

Tuition Assistance

PSLF Eligible Employer

Parental Leave

Hybrid Work Environment

Job summary

Philadelphia Gas Works is seeking a Supervisor, Call Center Operations to lead a small team ensuring best-in-class service at customer centers or the Customer Call Center. The supervisor provides guidance and technical support to the group, overseeing metering, billing and collections.

Responsibilities include process improvement, union liaison, dispute resolution with executives/regulators, and ensuring timely performance evaluations and policy adherence.

Qualifications

• Associate degree in business or accounting required.
• 3–5 years in the utility industry; energy assistance experience preferred.
• Knowledge of Public Utility Commission Chapter 56 and related regulations.
• Proven leadership to guide a team and deliver customer-service excellence.
• Strong verbal and written communication across levels.
• Proficiency in Microsoft Office and PGW billing systems.
• Ability to manage multiple tasks under tight deadlines.

Responsibilities

• Develop, prepare and analyze complex information for management decisions.
• Implement and maintain a continuous improvement culture to enhance customer experiences and efficiency.
• Lead regular meetings with union representatives to discuss operations and employee matters.
• Ensure timely resolution of customer disputes escalated to executives and regulators.
• Set performance standards and review progress for the team.
• Coordinate work activities, timelines and priorities for staff.
• Ensure training and policy adherence including collective bargaining agreements.
• Participate in annual budget processes and stay compliant with regulations.
• Handle special projects as assigned.
• Stay abreast of current regulations and standards.

Skills

Leadership

Communication

Organizational management

Team building

Customer-service oriented

Problem solving

Microsoft Office

Education

Associate degree in Business Administration/Accounting

Tools

PGW Legacy CICS Billing System

DocuCorp Bill Print System

PGW Interactive website

Job description

Overview

Philadelphia Gas Works

Looking for a challenge and ready to power up your career?

• Free Health Insurance Options
• Free Dental Insurance
• Flex Spending
• Commuter Benefits
• Pension Plan
• Free Parking
• Wellness Programs
• Onsite Gyms
• Tuition Assistance
• PSLF Eligible Employer
• Parental Leave
• Hybrid Work Environment

ThePhiladelphia Gas Works (PGW)is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.

Become part of the PGW Team!

Supverisor, Call Center Operations

TheCustomer AffairsSupervisor manages a small work group responsible for ensuring that PGW customers receive best-in-class service while visiting a Customer Service Center or contacting the Customer Call Center regarding PGW services. The incumbent is responsible for providing guidance and direction, setting job standards and providing technical support to the team. The supervisor is responsible for the overall quality of work for the group including the proper handling of metering, billing and collections.

Responsibilities

Customer Affairs Administration

Develop, prepare, and analyze complex information associated with various reports or studies to present recommendations to management on appropriate courses of action.

Implement and maintain a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes that enhance customer experiences and/or improve operational/cost efficiencies without negative impact on customer satisfaction.

Foster a positive relationship with union representatives by conducting regular weekly/monthly and ad hoc meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.

Ensure the timely resolution of customer disputes received by PGW senior executives, regulatory and legislative bodies, government offices, etc.

Personnel Management

Communicate individual and departmental performance standards/metrics to subordinate staff; reviews daily, weekly, monthly, and annual progress reports and provides feedback/guidance regarding performance issues holding each direct report accountable for their individual and departmental performance.

Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.

Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.

Perform progress evaluations for merit/progression wage increases and meets with subordinates to discuss and providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.

Finance & Accounting

Participate in the annual budget preparation process as needed or requested.

Other Related Functions

Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance with federal, state, and local regulations.

Perform other special projects and assignments as directed.

Qualifications

• Associate degree in Business Administration, Accounting, or other related field of study.
• 3 to 5 years of directly related experience working in the utility industry preferably working with energy assistance programs.
• Must have knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.
• Must have leadership ability with a willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply and effective and efficient customer-service oriented approach their daily responsibilities.
• Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.
• Must have verbal and written communication skills with the ability to effectively interact with all levels of employees, irate customers, and other public agencies/officials in delicate, pressure situations.
• Must be proficient in the use of Microsoft Office, PGW Legacy CICS Billing System, DocuCorp Bill Print System, PGW Interactive website.
• Must have problem solving and analytical skills with the ability develop creative solutions to delicate issues.
• Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.

PGW is proud to be an Equal Opportunity and Aff…

Location: Philadelphia, PA 19122