Supervisor Customer Center

Madison Gas and Electric; Madison (WI); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Madison Gas and Electric, based in Madison, WI, seeks a Supervisor to lead a frontline team handling customer inquiries across channels, ensuring timely, courteous resolution and adherence to regulatory and internal standards. This hybrid role requires three onsite days at our Madison headquarters.

You will coach staff, monitor KPIs, manage daily workflow, handle escalations, and collaborate with cross-functional teams to improve processes while maintaining compliance and service excellence.

Qualifications

• 3+ years of relevant experience including 1+ years in a leadership or supervisory capacity.
• Strong knowledge of call center technologies and customer service processes.
• Experience handling escalations and maintaining compliance with regulatory and internal protocols.

Responsibilities

• Lead, coach, and develop team members to meet service expectations and standards.
• Monitor calls and use KPIs to drive continuous improvement.
• Handle complex customer interactions with professionalism and adherence to company processes and safety protocols.
• Promote service excellence through modeling best practices.
• Forecast staffing needs and manage daily workflow for adequate coverage.
• Identify and implement process improvements and train staff on new tools.
• Coordinate with cross-functional departments to resolve service issues.

Skills

Frontline leadership

Coaching abilities

Call center technologies

Communication skills

Conflict resolution

Regulatory knowledge

Multitasking

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree preferred

Job description

Position Purpose

This role leads a frontline team responsible for managing customer inquiries across various channels, ensuring timely, courteous, and effective resolution of customer needs. This role oversees daily operations to maintain high service levels, quality standards, and compliance with regulatory and internal protocols. With a focus on team performance, continuous improvement, and service excellence, the supervisor fosters a customer-centric culture, provides coaching and support to staff, and leverages operational insights to enhance processes and customer experience.

Core Responsibilities

Note: This is not an all-inclusive listing

• Lead, coach, and develop team members ensuring alignment with service expectations, call handling, and organizational standards.
• Monitor calls and use KPIs to drive continuous improvement and development.
• Handle complex and escalated customer interactions with professionalism while following company processes and safety protocols.
• Promote a culture of service excellence through consistent modeling and reinforcement of best practices.
• Analyze call volume trends, forecast staffing needs, and manage daily workflow to maintain adequate coverage.
• Identify and implement process improvements and support new tools and technologies through team training.
• Support employee development and administer performance discussions in partnership with HR.
• Coordinate with cross-functional departments to resolve service issues and improve communication.
• Ensure compliance with company policies, data privacy standards, and regulatory guidelines.
• Participate in on-call emergency support rotation, including outages and collections activities.

Behavioral Competencies

• Customer Focus – Anticipates customer needs and delivers high-quality service.
• Drives Engagement – Builds a high-performing culture through motivation and commitment.
• Manages Conflict – Handles challenging situations constructively and fairly.
• Decision Quality – Makes sound decisions using a mix of analysis and judgment.

Skills

• Demonstrated frontline leadership and coaching abilities
• Proficient in call center technologies
• Strong communication skills (verbal and written)
• Skilled in conflict resolution and performance feedback
• Familiar with regulatory requirements and utility operations
• Ability to multitask and thrive in a fast-paced, customer-focused environment

Education

High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration, or a related field preferred.

Experience

3+ years of relevant experience including 1+ years in a leadership or supervisory capacity, such as team lead, acting supervisor or equivalent.

Work Location

• This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.

Pre-employment will require satisfactory completion of a background check and drug screen.
We are an AA/EOE employer and consider all qualified candidates without regard to protected status.