Job Summary:
The purpose of this position is to provide leadership, employee development, direction, and motivation for multifunctional customer care in support of regulated, non-regulated AGLC. The Customer Experience Supervisor is an essential, critical leadership role that plays a major part in customer care operations. This role is responsible for achieving and maintaining operational efficiency within an omni-channel environment for the Customer Care Centers within the Customer Experience (CX) organization. The Supervisor is also responsible for all customer contacts and responds to service requests; questions, complaints, billing and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 2 million.
Additional responsibilities of this role include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators, and internal and regulatory service levels. The Customer Experience Supervisor is responsible for the direct supervision, development, coaching and mentoring up to 25 hourly employees. Moreover, this role supervises a hybrid team comprised of union Customer Service agents. The incumbent will operate within a 24X7 operation of the contact center handling emergency and escalated calls from internal and external customers, 911, Field Operations, Resource Management, Southern Company leadership, etc. The Supervisor role maintains on-call responsibilities throughout the day and after hours to address unforeseen issues or concerns related to callouts, inclement weather, disaster recovery, gas outages, system/technical issues, etc. in a quick manner. The Supervisor must be able to make sound judgement and decisions in a swift manner while assessing the impacts and risks to the overall operations. The Supervisor in this role must be able to clearly communicate both written and verbally along with present information timely to stakeholders. Additionally, the Supervisor provides strategic direction to balance budget targets, business success and engaged/ motivated workforce.
The Supervisor consistently partners with CC leadership and other stakeholders for ongoing business continuity planning such as contingency support from other markets/areas, interflow support between the Customer Care Centers, etc.
Business Execution:
Criticality:
• Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)
• Respond to customer inquiries in accordance with established service level agreements within assigned operation.
• Accountable for maintaining regulatory compliance (internal and external to the company)
• Supervise employee activity (work management, delegation) to ensure attainment of work goals
• Identify, respond to, and resolve service disruptions (vendor, systems, process)
•Provide resolution to customer issues through direct contact or guidance to subordinates
• Collaborate with training department to document workflow and processes (intra-company and extra-company accountability)
• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed
• Track various functions for monthly reporting
• Ensure turn-on, turn-off, and match orders are processed within compliance.
• Provide collaborative support for Customer Experience presentations for internal and external use
Communication:
• Strong communication, analytical and problem-solving skills
• Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives)
• Communicate and administer policy and procedure within work team
• Align work processes in compliance with Customer Care Center policies and processes (customer contact handling, staffing and retention, workforce management, employee relations)
• Influence business decisions through root cause analysis, process validation, best practice research, and timely communication
• Implement best practices to improve the customer experience
• Analyze and interpret business data and information
Development of Others:
• Accountable for employee performance management
• Create a clear vision for employee’s growth, development and success
- Accountable for employee development and coaching
• Monitor and evaluate verbal, written, and system skills of employees
• Develop action plans for the business and operation needs of the organization
• Develop training baseline for employee group
• Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed
• Must meet KPI and service level targets on a consistent basis
Relationships & Networking:
Criticality:
• Accountable for staff selection, development and retention for employee groups 1
• Lead monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions
• Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes
• Lead morale building activities
• Manage peer relationships
Innovation:
• Lead strategic initiatives that contribute towards operational efficiencies across Customer Care Centers using automation, streamlining, and/or digitalization to yield tangible impact on operations
• Modernize the employee and customer experience via innovation, automation, and digitalization to meet customer needs and expectations
• Ensure work from home efforts are optimized, and business continuity is maintained
• Partnering with the Technology department to explore and implement IVR enhancements for operational excellence
• Leverage new Automated Quality Monitoring (AQM) process to improve agent performance and customer satisfaction
• Partner and collaborate with OI3, New Business, Customer Onboarding Project and appropriate stakeholders to enhance the customer experience.
Qualifications
Education, Certifications/Licenses:
Required:
• High School Diploma or GED
Preferred:
• BA/BS degree
Related Work Experience:
Preferred:
• 2-3 years customer care leadership experience
• 2-3 year’s utility experience
Or Equivalent academic education and work experience
Specific Skills & Knowledge:
Required:
• MS PowerPoint - basic proficiency
• MS Excel - intermediate proficiency
• MS Word- intermediate proficiency
• Excellent verbal and written communication
• Planning and organization
• Interpersonal
• Analytical
• Time and task management
• Keyboard 40 WPM
Preferred:
Working Conditions/Physical Requirements:
Some business travel (5 – 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
