Supv Contact Center

CPS Energy
United States, Texas, San Antonio
Jan 11, 2025
Supv Contact Center Date: Jan 10, 2025 Location: San Antonio, TX, US, 78205 Company: CPS Energy We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day! Deadline to apply: January 18, 2025 Pay Grade 14 Position Summary The Supervisor in the Contact Center plans, supervises team members, and facilitates service operations to achieve workload, accuracy, productivity, budget, and staffing level targets. In addition, the supervisor manages a team of employees using a coaching mindset by providing daily coaching, monthly feedback sessions with employees, and handling escalated customer concerns, including follow through, and partnering with others to resolve customer concerns. Supervisors are responsible for hiring, training, evaluating, disciplinary actions, performance appraisals of employees and escalating issues to leadership as needed. Tasks and Responsibilities Responsible for performance and behavioral coaching and feedback, including employee development plans and career pathing, through huddles, team meetings, and one-on-ones with employees Conducts performance appraisals, disciplinary action, hiring, and training of employees Creates an environment of open communication, empowerment, and participation in team performance and problem-solving to drive a culture of continuous improvement for in office and virtual environment Shares survey results, creates action plans, communicates progress, and positively influences employee engagement and activities Conducts regular quality audits of employee performance to ensure best practices and customer experience expectations are met Participates in Call Duty rotations which includes providing on-call assistance to the Contact Center and acts as essential personnel, as applicable Works closely with customers, business partners, and other resources to resolve customer issues, including escalations, in a timely manner Ensures compliance with Customer Service and CPS Energy policies and procedures, as well as CPS Energy Customer Terms and Conditions Ensures compliance with CPS Energy Safety policies and protocols Prepares daily, weekly, monthly reporting to measure performance, identify improvements, and implement rewards and recognition Responsible for ensuring accurate and timely processing of payroll submission and work with the employee to make necessary corrections as needed. Supervises daily operations and coordinates with business partners to ensure the Contact Center meets service level agreements Leads and manages project teams on Customer Service projects or initiatives Ability to work varied/fluctuating schedules (e.g., shift work, call duty, extended hours, and weekends) Flexibility to support other groups as needed (Walk-In Centers, Community Events, System Operations, Workforce, peers, etc.) Performs other duties as assigned Minimum Skills Minimum Knowledge and Abilities Must have knowledge of telephone systems and applications, as well as customer information systems. Must work call duty on a rotational basis or when required to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required. Strong organizational skills and attention to detail with the ability to effectively plan, prioritize and manage multiple assignments in an accurate and timely manner. Ability to work as part of a team under pressure and work independently with minimal supervision. Must be a team player. Must demonstrate initiative to volunteer and/or assist with projects and other tasks that arise. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner while working with a diverse workforce and various environments. Ability to develop and write goal statements and action plans. Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems. Strong communication skills to effectively deal with various levels of management, staff and/or outside contacts. Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management. Skilled in using personal computers and software. Must possess effective verbal and written communication skills. Demonstrate knowledge of public utility regulations as they pertain to electric and gas utilities. Strong time management skills, along with the ability to manage priorities in a fast-paced work environment. Preferred Qualifications Prior experience with public utility regulations as they pertain to electric and gas utilities. Experience in call center operations with strong understanding of performance metrics Proficient in SAP with navigation of different SAP modules Proficient in Microsoft Office including word processing, spreadsheets, database, presentation software, electronic email and scheduling Competencies Serving Customers Delivering High Quality Work Developing Talent Building and Supporting Teams Acting as a Champion for Change Demonstrating Initiative Minimum Education Bachelor's degree in Business OR related field OR Experience in customer service, preferably in a Call Center environment or Banking Industry Required Certifications Working Environment Indoor work, operating comp, manual dexterity, talking, hearing, repetitive motion. Use of personal computer equip, telephone, multi-functioning printer & calculator. Ability to travel to & from meetings, training sessions or other business-related events. After hours work may be required. Work schedule may vary and occasional overtime may be required. May be required to cover on-call duty. Physical Demands Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations. Nearest Major Market: San Antonio Job Segment: Power Plant Operator, Power Plant, SAP, ERP, Manager, Energy, Technology, Management