Southern California Edison Senior Supervisor, Customer Contact Center in Irwindale, California
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
This position will be a supervisor in the Customer Contact Center (CCC) within Southern California Edison’s (SCE) Customer Service Organizational Unit (CSOU). The successful candidate will provide leadership and oversight to employees who provide operations support. The successful candidate will be responsible for monitoring work performance, providing direction, and coaching, feedback, and mentoring and employee development to ensure service delivery satisfaction.
Manage the absence management process for the Call Center as needed, attendance mitigation corrective/disciplinary actions.
Manage workers compensation and Sedgwick work accommodation requests along with medical restrictions requests for the Call Center.
Manage process of approvals of supplies and Invoices.
Manage customer correspondence which includes Client Letter technology process and the transition to Open Text.
Administer the annual ENA acknowledgment of the standards of performance.
Manage resources that process owner/tenant agreement process. Process all incoming owner/tenant agreements, cancellations, large apartment complexes, customer inquiries, and customer complaints.
Manage I-partner/SHARE: I-partner - Process all incoming grants from United Way for customer payments. SHARE - subsidized housing assistance relief through United Way to help clear past utility debt.
Manage all Call Center facility maintenance requests and issues that occur in both Rancho Cucamonga and Irwindale Business Center Call Centers.
Manage data and information around disability, FMLA, Workers Compensation and Sedgwick issues for all CCC employees (Ensure all CCO policies and SCE policies are followed and that the practices in the CCO are consistently applied by all Supervisors and Managers. Maintain database of all absenteeism, FMLA, and Workers Comp cases and monitor to ensure employees are returned to work in a timely manner. Ensure consistency in all work accommodations and restrictions)
Manage updates to schedules for changes and trades into timekeeping system.
Supervise and maintain timekeeping for employees off work more than 30 days in the CCC.
Manage and process all changes in the CCC due to scheduler (biannually) and incidental moves to ensure that all reporting in the CCC is correct.
Four (4) or more years of experience leading, coaching, and developing employees in a customer interfacing environment.
Three (3) or more years of experience working on projects and teams.
Bachelor’s Degree in Business or a related field.
Experience providing effective coaching, mentoring and employee development of team members and provide effective performance feedback.
Experience with payroll, absence management and workman’s compensation
Ability to manage through a changing environment.
Experience implementing policies and procedures in support of driving an overall team culture to have a customer service mindset.
Experience executing/implementing new skills and technologies in support of customer service activities.
Experience supporting change to practices or processes to meet client needs.
Experience using Microsoft Word, Excel, and PowerPoint.
Ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction, manage risks appropriately, create and execute business plans, manage information, and provide exceptional service to internal and external customers.
Effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
Ability to effectively communicate and present information and/or recommendations to employees, colleagues, superiors, and senior management in a persuasive manner leveraging strong influence and negotiation skills.
Live and demonstrate the SCE values and guiding principles with an emphasis on people leadership and creating a safe environment.
Operate in an ethical manner and demonstrate strong leadership skills by effectively managing employee stress, driving exceptional performance and fostering an environment of continuous learning.
Able to work weekends, holidays and non-traditional hours to cover a 24-7 operational environment (as needed) to support CCC Operations.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.