Supervisor, Contact Center Operations

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

Job Category: Customer Support / Operations

Job Level: Supervisor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Fresno

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

Contact Center Operations Leadership is responsible for the management/co-management of day-to-day operations of a Contact Center location. Incumbents develop and implement strategies, plans, programs, and initiatives which align with and contribute to the Contact Center’s and the company’s purpose, virtues and stands.

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Job Responsibilities

Achieve business results through effective communication and leadership behaviors; effectively interpret and apply labor agreements with the support of all labor/management partners; set clear expectations by ensuring employees meet all company, departmental policies/procedures and Federal/State law provisions, share business results and communicate business plan objectives. Encourage and practice teamwork with employees and all stakeholders.

Coach and develop employees on all aspects of call handling techniques by providing a clear vision of Company/Contact Center goals and setting clear performance expectations. Manage daily work activities to reduce costs, improve productivity and maximize overall operational efficiencies with very little guidance. Actively identify and implement best practices.

Coach and develop union-represented employees to achieve department targets and goals

Create and manage a safe work environment; effectively implement elements of Utility Standard Practice for Safety and Contact Center Operations safety strategy. Model appropriate safety behavior, understand and manage safety-related and ergonomic issues.

Ensure employees remain compliant with all company policies/procedures (including compliance with Federal/State provisions)

Identify process improvement opportunities and make recommendations for process/system improvements (so as) to increase the quality and efficiency of current business practices. May manage cross-functional projects/initiatives and provide subject matter expertise.

Manage and improve customer perception and PG&E Brand Health Index by discussing barriers, issues, feedback and compliments with customers.

Solve moderate to complex problems with minimal direction and provide a new perspective on existing solutions.

Take ownership and responsibility for improving organizational metrics; meet and exceed customer expectations by providing timely feedback (using a variety of communication channels including but not limited to: call monitoring events, customer survey results, continuous improvement feedback process, personal observations, etc).

Take personal responsibility for continuously developing job skills as well as technical knowledge and proficiency. Seek opportunities to enhance job skills, work experience and business understanding (i.e. participation on company initiatives/projects).

Work collaboratively with other key stakeholders on the creation and/or enhancement of departmental procedures.

Work independently on moderate to high risk assignments independently or with little guidance from Manager.

Work with all levels of management and senior leadership across functions to influence decisions.

Qualifications

Minimum:

High School or GED-General Educational Development-GED Diploma

Job-related experience, 5 years

Bachelors Degree or equivalent experience

Leadership experience, 1 year

Experience in contact center operations, at PG&E

CA Class C License, or equivalent

Ability to work flexible schedule

Ability to travel up to 10 percent of working time

Purpose, Virtues and Stands

OurPurposeexplains "why" we exist:

• Delivering for our hometowns
• Serving our planet
• Leading with love

OurVirtuescapture "who" we need to be:

• Trustworthy
• Curious
• Nimble
• Owners

OurStandsare "what" we will achieve together:

• Everyone and everything is always safe
• Catastrophic wildfires shall stop
• It is enjoyable to work with and for PG&E
• Clean and resilient energy for all
• Our work shall create prosperity for all customers and investors

EEO
Pacific Gas and Electric Company is an Equal Employment Opportunity employer that actively pursues and hires aworkforce that reflects the hometowns we serve. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Employee Privacy Notice The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link: Employee Privacy Notice

PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.