South Jersey Industries Supervisor, Vendor Channel & Insights in United States
At South Jersey Gas we provide safe, reliable and affordable natural gas service to customers across the seven southernmost counties of New Jersey. We are passionate about helping our customers warm their homes and businesses, dry their clothes and cook their meals. We are equally passionate about ensuring that our customers have an exceptional experience, each time they interact with our Customer Contact Center, without exception. As a representative in the South Jersey Gas Customer Contact center, you’ll be at the heart of our customer service operations, delivering first-class service with every interaction. In our fast-paced contact center, you’ll be at the forefront of our commitment to customers – to keep them safe, resolve inquiries regarding billing, setting up new or transferring service, and general inquiries.
Accountable for ensuring outsourced call center maintains compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity. This role is responsible for communicating operational objectives to cross-functional business partners and external partners to raise awareness of business performance. Additionally, the supervisor will identify and coordinate process improvement projects for the outsourced call center.
- Bachelor degree in business, finance or related discipline or minimum of 5 years equivalent business experience in utility or customer centric transactional organization.
Minimum of five years’ experience in contact center leadership or related experience
Prior utility or related industry experience preferred.
Project management experience is preferred.
Other Skills and Requirements:
Expertise in root cause analysis and application and management of root cause analysis
Proven record of leading cross functional efforts to develop and improve processes and metrics
Knowledge and practice of industry benchmarking efforts and application of results within operational units
Data driven with a commitment to process improvement
Strong analytical, decision making, and problem solving skills
Excellent communication and presentation skills with attention to detail
Ability to prioritize and organize work in a multi-tasked environment
Must foster an inclusive work environment and value all aspects of diversity
Coordinate, complete and support job-related activities and assignments for Outsource Call Center operations by developing and maintaining relationships with key stakeholders.
Support plans and initiatives identified by the manager to improve performance with Outsource Partner.
Identify and address improvement opportunities internally and at the Outsource Partner.
Resolve escalated customer concerns by determining the appropriate resolution.
Provide direction for handling sensitive customer issues identified by the manager or Outsource Partner.
Utilize reports to respond to scheduled or ad hoc requests for information on performance opportunities or successes.
Report trends in performance and identify gaps in reporting impacting the ability to proactively address performance concerns.
Work with the manager to develop and execute continuous improvement business processes and procedures.
Partner with Outsource Partner to develop and implement tactical processes and improvements to ensure operational performance objectives and metrics are met.
Monitor Outsource Partner performance. This includes but is not limited to: attending scheduled and ad hoc meetings, listening to live and recorded calls, monitoring queue performance.
Champion customer needs and uses data to drive decisions on behalf of customers; and develop and delivers innovative solutions to support customers and business operations.
Maintain and improve Outsource Partner operations by monitoring system performance, identifying and resolving problems, and by preparing and completing action plans.
Maintain professional and technical knowledge by tracking emerging trends in contact center operations management, including attending educational workshops and benchmarking best practices.
Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required.
*This position will be moving to Atlantic City in 2018
Explore the Possibilities
If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.
We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money
We provide an opportunity to build a successful and rewarding career in a variety of functional business areas
We foster individual talents and abilities while promoting the value of teamwork
Our culture prepares you for a lifetime of learning and professional development
Equal Opportunity/Affirmative Action Employer
South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.