PSEG Customer Operations Supervisor/Sr. Customer Operations Supervisor in Cranford, New Jersey
Requisition ID: 33183
Job Function/Category: Operations
Employment Type: Exempt Full Time
This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.
This position is part of a multi-level growth series position (Grade Level 26/27).
Direct supervision of customer-facing bargaining unit associates, with a strong emphasis on managing and developing individual performance. Learn and apply suite of Call Center applications and utilize analytic tools to monitor and drive performance. Set priorities for the team to ensure effective workload management. Motivate, coach and develop personnel towards high levels of performance, call quality, and technical competence. With oversight from managers, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan. Monitor and analyze individual and team performance on a daily basis, in an effort to achieve established scorecard targets. Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets. Position requires a high level of teamwork and coordination with internal team members and external stakeholders. Supervise and lead by initiating, guiding, supporting and motivating associates. Organize and lead team meetings. Plan and organize activities/projects. Analyze data to assess business performance and adjust local procedures as appropriate. Maintain staff levels/requirements to best meet business needs. Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication. Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.
The Call Center is a 24/7 operation and shift of supervisory roles can vary depending on business needs. Applicants must be able to work evenings and weekends.
Bachelor’s degree or equivalent work experience; 4 yrs. or more of relevant work experience
Broad knowledge and experience with Customer Operaitons, familiarity with the meter-to-cash process, and related scorecard metrics and controls.
Demonstrated leadership skills
Technical and analytical/problem-solving expertise.
Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
Strong verbal and written communication skills
Ability to work independently, prioritize work and meet deadlines and targets.
Able to assume all aspects of the supervision of personnel
Demonstrated ability to effectively interact with management, stakeholders, colleague and customers
Broad knowledge of business and technical aspects of the job, including financial and cost management
Strong MS Office skills
Availability to work evenings and weekends. 24/7 Operations requires shift work that varies.
Knowledge of labor relations; experience with SAP
Valid driver’s license
As an employee of PSE&G or PSEG Long Island, 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.
This site ( http://www.pseg.com ) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process
Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, 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.
Need to request an accommodation?
If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved hiring decision
Diversity at PSEG: Equal Opportunity Employer
PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
Need to request an accommodation?
If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.