Sr Call Center Supervisor

Requisition: 79093 PSEG Company: PSEG Long Island... Salary Range: $ 88,400 - $ 140,000 Incentive: PIP 10% Work Location Category: Hybrid PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states. We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year. PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG. Job Summary Job Responsibilities Job Responsibilities include but are not limited to the following: • Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in the Call Center. • Monitor and analyze individual performance toward achievement of scorecard targets. • Supervise and lead a diverse workforce through coaching, counseling and teambuilding to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service. • Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely. • Keep employees well informed on processes, procedures and regulations, and monitor for compliance. • Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing. • Interact with other departments to review operating guidelines and recommend process changes and improvements as required. • Provide technical support to associates regarding rates, systems/applications and company policies/procedures • Participate on special projects and tasks forces. • Participate in community outreach activities, meetings and events. • Maintain staff levels/requirements to best meet customer needs. • Work a variety of shifts and work days including weekends, holidays and nights • Be a part of mandatory Standby duty • Work extended hours/days during storm/emergency conditions as needed Job Specific Qualifications Required Skills, Knowledge and Experience: • Bachelor’s degree and a minimum of 5 years of customer service experience, or Associate degree and a minimum of 7 years customer service experience; in lieu of a degree, a minimum of 9 years of customer service experience • Demonstrated strong leadership skills and ability to assume all aspects of the supervision of bargaining unit employees • Must have skills to coach employees on their availability, quality and performance • Demonstrated strong verbal and written communication skills • Demonstrated ability to effectively interact with Management, colleagues and customers • Demonstrates analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions. • Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, Access and Word • Demonstrated ability to work independently; prioritize work; meet deadlines and targets • Ability to travel to and from different PSEG work locations within a 24 hour work service environment Desired Qualifications: • Experience working with union associates and grievance process • Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures • Working knowledge of electric rates, utility tariffs and regulations • Knowledge of JD Power Customer Perception Survey and Process • Experience in Emergency Response Procedures and Business Continuity • Experience in Database management or Microsoft Access • Possess and maintain a valid US driver’s license and a safe and satisfactory driving history Minimum Years of Experience Data Needed Education Data Needed Certifications None Noted Disclaimer Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer. PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result. PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses. PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. ADDITIONAL EEO/AA INFORMATION (Click link below) Know your Rights: Workplace Discrimination is Illegal Pay Transparency Nondiscrimination Provision