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Southern Company Customer Care Center Operations Supervisor in Riverdale, Georgia

Customer Care Center Operations Supervisor

Description

In order to operate and maintain the daily operations of a multi-functional, union and non-union customer contact teams, the Customer Service Supervisor is an essential, critical leadership role that plays a major part. The Supervisor in this role is responsible for achieving and maintaining operational efficiency within an omni-channel environment for the Contact Centers within the Customer Experience (CX) organization.

The Supervisor is also responsible for all customer contacts and responds to service requests; questions, complaints, and billing and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound marketer and customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 4 million.

The Supervisor also provides support and leadership to contracted providers of inbound call handling. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators, internal and regulatory service levels, and labor relations. Their responsibilities also include direct supervision, development, coaching and mentoring of hourly employees. They maintain overall responsibility for 25-30 direct reports within a 24X7 operation of the contact centers handling emergency and escalated calls from internal and external customers, 911, Field Operations, Resource Management, Southern Company leadership, etc.

The Supervisor role maintains on-call responsibilities throughout the day and after hours to address unforeseen issues or concerns related to callouts, inclement weather, disaster recovery, gas outages, system/technical issues, etc. in a quick manner. The Supervisor must be able to make sound judgement and decisions in a swift manner while assessing the impacts and risks to the overall operations.

The Supervisor in this role must be able to clearly communicate both written and verbally along with present information timely to stakeholders. Additionally, Supervisors are responsible for budget compliance and workforce administration within budget.

The Supervisor consistently partners with CC leadership and other stakeholders for ongoing business continuity planning such as contingency support from other markets/areas, interflow support between the contact centers, etc.

Functional Expertise

  • Monitor and measure operational performance against established goals and metrics (service level, productivity, quality).

  • Respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to marketer emails).

  • Communicate and administer policy and procedure and ensures compliance within work team.

  • Maintain regulatory compliance (intra-company and extra-company accountability).

  • Supervise employee activity (work management, delegation) to ensure attainment of work goals

  • Identify, respond to, and resolve service disruptions (vendor, systems, process).

  • Provide resolution to customer issues through direct contact or guidance to subordinates.

  • Collaborate with training department to document workflow and processes (intra-company and extra-company accountability).

  • Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.

  • Track various functions for monthly reporting.

  • Ensure turn-on, turn-off, and match orders are processed within compliance of Market Share guidelines.

  • Partner with Marketers to address escalated and regulatory complaints.

Business Acumen

  • Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives).

  • Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations).

  • Influence business decisions through root cause analysis, process validation, best practice research, and timely communication.

  • Implement best practices to improve the customer experience.

  • Analyze and interpret business data and information.

Engagement

  • Accountable for staff selection, development and retention for employee groups.

  • Leads monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions.

  • Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes.

  • Leads morale building activities.

  • Manage peer relationships.

D iving Results

  • Accountable for employee performance management.

  • Accountable for employee development and coaching.

  • Monitor and evaluate verbal, written, and system skills of employees.

  • Develop action plans for the business and operation needs of the organization.

  • Develop training baseline for employee group.

  • Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed.

  • Must meet KPI and service level targets on a consistent basis.

QUALIFICAITON

Education, Certifications/Licenses:

Required:

  • High School Diploma or GED

Preferred:

• BA/BS degree

Related Work Experience:

Required:

  • 3-5 years customer care leadership experience

Preferred:

  • 2-3 year’s utility experience

Or

  • Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

  • MS PowerPoint - basic proficiency

  • MS Excel - intermediate proficiency

  • MS Word- intermediate proficiency

  • Excellent verbal and written communication

  • Planning and organization

  • Interpersonal

  • Analytical

  • Time and task management

  • Keyboard 40 WPM

Working Conditions/Physical Requirements:

Some business travel (5 – 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Atlanta Gas Light

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

Req ID: GAS2002905

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