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Southern Company Contact Center Operations Supervisor in Atlanta, Georgia

Contact Center Operations Supervisor

Description

The Contact Center Operations Supervisor leads, coaches, trains, inspires, and motivates a team of three skilled analysts. This team leads the way in the overall support for routing and handling over 2.6 million customer calls annually. The team supports and provides solutions for our customers to self-serve in our automated phone system. The team provides a host of support functions to over 500 employees of the customer care center including all reporting functions, tier one support for phone consultants, provides dashboards and updates on KPI’s. The team will work closely with the Workforce Planning and other business unit teams such as IT, Voice Network, Citrix to ensure an optimal customer experience.

This position will be on-call on a rotational basis for 24/7 emergencies and participate in outage and restoration efforts which may require afterhours and weekend support. We value our customers and partner with them to deliver solutions that meet their specific energy needs. We focus on the implementation of creative and solutions for our fastest growing channels while making self-service easy for our customers. The position provides strategic direction to balance budget targets, business results and an engaged/motivated workforce. This position is also accountable for compliance with Southern Company, Regulatory and Customer Service Policies and Guidelines. In addition to leading the team, the Operations Supervisor partners with the peer leaders in the call center and other organizations within Southern Company to strategically progress the results of our business.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Manage re-design functions and daily operations of contact center operations and technology

• Promote, support, and assist in the design and implementation of solutions to promote customer self -service

• Implement, monitor, and measure success of technology solutions

• Provide useful support tools for leadership and partner to gain buy in and support on technological solutions and hardware

• Manage communications and support training needs for technology solutions and processes

• Initiate alignment of Business Customer Support with technology plan and roadmap

• Adheres to and administers appropriate policy, procedures, and operating plans for Customer Experience support functions within work team

• Assist and support the development of call volume forecasting processes in cooperation with Workforce Planning to include dashboards and reporting of KPIs

Busines Acumen

• Provide leadership and direction for the technology team of analysts

• Assist CC Leadership in establishing and implementing goals, budgets, and metrics aligned with company policy and corporate vision

• Provide collaborative support for customer experience presentations for internal and external use

• Understand and communicate business drivers and metrics that drive the budget

• Identify opportunities and coordinates effort within Customer Experience to improve technology processes and self-serve options

• Provide collaborative support for industry benchmark strategies

Engagement:

• Accountable for staff selection, skill development, and coaching for employee group

• Leads monthly meetings of employee and leadership groups within the contact centers to discuss technology initiatives, efforts and key metrics and measures for success

• Self-motivation, innovation and creativity is a plus; possess a strong commitment to safety and customer service

• Manage peer relationships across Customer Experience and with outside business units and partners

Driving Results:

• Accountable for employee performance management

• Coach and develop employees

• Develop employee baseline training

• Lead all technology support, troubleshooting, and triage issues within the Contact Centers

• Display a high amount of initiative and strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities

• Demonstrate care and compassion while willing to make necessary decisions to improve performance and behaviors

• Desire and ability for continued career growth

• Demonstrated leadership

• Team player

Qualifications

Education, Certifications/Licenses:

Preferred:

• BA/BS degree in business, information systems, human resources or similar field, or equivalent work experience

Related Work Experience:

Required:

• 4-6 years' customer care, operations, systems and/or technology applications experience with the utilities or similar industry, or combined experience with the utilities or other related experience

• 3 years' supervisor or manager experience

Preferred:

• 2-4 years' managing call center operations, system applications and/or technology

Or

• Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

• Systems knowledge (Avaya/Verint WFM Suite, CIS)

• Ability to perform gap analysis

• Presentation skills

• Customer service skills

• MS Word/PowerPoint – intermediate proficiency

• MS Excel – advanced proficiency

• Peoplesoft Financials- basic proficiency

Preferred:

• MS Project Management – basic proficiency

Applicant may possess a combination of equivalent education and work experience.

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.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Gas

Other Locations: Georgia-Metro Atlanta-Atlanta

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

Southern Company Gas Headquarters (10Atlanta)

10 Peachtree Place

Atlanta, 30309

Req ID: GAS2003676

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