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Duquesne Light Company Supervisor, Contact Center in Pittsburgh, Pennsylvania

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!

Job Responsibilities

  • Supervises the daily work of the Call Center agents including quality assurance, productivity, and other relevant business drivers. Assures that transactions are handled promptly and effectively based on customer needs and expectations

  • Performs 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

  • Prepares and communicates performance results with individual customer agents.

  • Conducts evaluation sessions with employees in order to mentor, coach and improve performance

  • Establishes improvement plans when required. Identifies training needs and ensures training is conducted by Training Department personnel

  • Participates in department improvement initiatives to identify, evaluate and implement new products and service improvements.

  • Reviews corporate marketing research results to identify improvement opportunities and root cause analysis

  • Investigates and prepares evidence, reports, and testimony for customer disputes and PUC complaints

  • Works in conjunction with Company legal counsel to develop Company position, negotiate settlements, and to prepare for formal hearings

  • Testifies at hearings

  • Analyze customer disputes and complaints in order to identify improvement opportunities

  • Assists 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/Requirements:

Roles at this level require relevant specific experience. Roles at this level typically require a university / college degree. With 5+ years of relevant experience. In operations or production environment typically has 0+ years of previous managerial experience.

Supervisory:

Typically the front line supervisor to union staff or support track staff. May manage a small group both staff and professional employees in a narrow focus area typically no more than 4 direct reports and typically used as first entry into leadership for employees without prior leadership experience.

Scope:

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

Decision Impact:

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

Preferred:

Experience with CIS system and software skills required

Skills:

  • Strong communication skills. Strong interpersonal and analytical skills. Diplomacy

Physical Requirements:

Position requires 24 hour availability by beeper. Must call out personnel

during storms or other major events. Normal office environment. Automobile travel to office and offsite meetings.

Duquesne Light Company is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light's commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

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