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Supervisor, Contact Center

2 months ago

Pittsburgh, United States Duquesne Light Company Full time

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania. 

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team

Position Summary:

The Contact Center Supervisor is responsible for managing and overseeing a team of call center representatives, ensuring that they meet our high standards of customer service. This includes training and developing new team members, as well as identifying and implementing process improvements.

Location: Hybrid, downtown Pittsburgh, PA

Responsibilities

Supervise the daily work of the Call Center agents including quality assurance, productivity, and other relevant business drivers. Assure that transactions are handled promptly and effectively based on customer needs and expectations  Perform call monitoring to evaluate the quality of the customer transaction. Review the actual customer experience based on predetermined metrics including but not limited to need fulfillment, professionalism, first call resolution and overall experience  Speak to DLC customers as needed, helping to diffuse escalated situations and/or enhance the customer experience Prepare and communicate performance results with individual customer agents Conduct evaluation sessions with employees in order to mentor, coach and improve performance Establish improvement plans when required. Identify training needs and ensure training is conducted by Talent Development team Participate in department improvement initiatives to identify, evaluate, and implement new products and service improvements Review corporate marketing research results to identify improvement opportunities and root cause analysis Investigate and prepare evidence, reports, and testimony for customer disputes and PUC complaints Work in conjunction with Company legal counsel to develop Company position, negotiate settlements, and prepare for formal hearings as needed Testify at hearings as needed Analyze customer disputes and complaints in order to identify improvement opportunities Assist the Credit and Collections Supervisor in overseeing the daily performance of credit related calls to improve accounts receivable results Ensure that regulatory and company policies are enforced related to credit transactions 

Education/Experience:

Bachelor’s degree in business administration, communications, or other relevant discipline. In lieu of a bachelor’s degree, an equivalent combination of education and experience may be considered Five (5) years of relevant experience required Experience with CIS system and software skills required Experience in a call center environment strongly preferred Experience leading in a bargaining unit environment, specifically skilled trade employees strongly preferred Proven track record of success in managing and motivating teams

Skills:

Highly proficient in Microsoft Office Suite Proficiency in call center software, data analysis tools, and communication platforms Strong ability to motivate Call Center Agents on a daily basis and help maintain/support a positive working environment Ability to interpret key metrics to understand team performance and identify areas for improvement Ability to manage multiple tasks in a fast-paced environment while meeting deadlines and adjusting to changing priorities/unexpected situations Excellent communication and interpersonal skills Excellent problem-solving and decision-making skills

Must possess a positive attitude and strong values that fit with the Company’s core values:

Energized to shape the future; Bold in thinking and exploration of new possibilities; Collaborative in approaching all challenges; Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders; Selfless in serving the community, both on the job and through volunteerism.

Physical Requirements:

Position requires 24-hour availability, primarily on a rotation basis. Must call out personnel during storms or other major events. Normal office environment. Automobile travel to office and offsite meetings.

Scope:

Primary focus is on day-to-day management of operational execution for areas managed. Trains and develops staff and plans the workflow. Leads workflow changes and implementations for direct team. Directs available resources to accomplish process improvement.

Decision Impact:

Problems and issues are undefined and may require detailed info gathering, analysis, and investigation to understand/resolve. Makes decisions that address workflow issues considering immediate impact on own function or work unit.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.