Supervisor, Call Center

PURPOSE STATEMENT:

The Supervisor, Call Center role is responsible for overseeing daily operations by providing direct supervision, setting performance expectations, and offering training, guidance, and support to Call Center Department. As the primary point of contact for Oahu customers via phone, email, fax, web, and other channels, the Call Center Department plays a key role in customer engagement. This position collaborates closely with Neighbor Island Administrative Supervisors and various departments—including Customer Service, LPG Delivery, T&D, Billing, Meter Reading, Meter Shop, Cashiers, Finance, Accounting, Regulatory, and Client Services—to ensure efficient communication and service delivery across the organization and the Company’s customer base.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Maintains Department alignment with Company and Operational Unit initiatives and objectives.
  • Communicates Initiatives and objectives to direct reports to achieve consistency, within the operation.
  • Consolidates and organizes customer engagement performance to review and report department’s performance statistics to identify ways to improve service quality and processes for a positive customer experience.
• Oversee day-to-day Department activities.
  • Understands the drivers behind Department activities, the benefits of the activities and the risk or consequences if they are not completed effectively.
  • Monitors effectiveness and quality of service.
  • Prioritizes Department activities, and ensures they are completed effectively and efficiently through diligent planning, organizing, communicating, coordinating, assigning, facilitating, reviewing, and verifying of duties.
  • Supports Department staff.
    • Develops and maintains Department procedures, policies, and guidelines to achieve consistency.
    • Reviews and updates Department Job Descriptions.
    • Participates in the hiring of new employees.
    • Evaluates, provides feedback, promotes and disciplines direct reports.
    • Identifies training opportunities and works with Human Resources and Personnel Development to execute training.
• Responds appropriately to internal and external customer needs and expectations.
  • Understands the Company’s organization, roles, and general responsibilities to direct or involve stakeholders in issue resolution.
  • Uses investigatory skills to completely understand issues and opportunities by gathering fact and perception.
  • Uses analytical skills to determine root causes or key drivers.
  • Uses ingenuity and a collaborative attitude to develop solutions or initiatives.
  • Uses tact and enthusiasm to implement solutions or drive initiatives.
  • Communicates effectively with customers to reach closure or meet expectations.
• Uses, maintains, optimizes and/or implements technology (hardware and/or software) for customer information systems, call systems, phone hardware, customer portals (i.e., MyAccount), reporting systems and other advancements in technology, as needed.
  • Responsible for the optimization of these enterprise-wide customer systems, including creating and updating Standard Operating Procedures for applicable systems within the department/enterprise.
  • Interprets and analyzes data using data analytics tools.
  • Partners with key stakeholders on technology modifications and/or change requests.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Knowledge and understanding of the applicable sections of the Public Utility Commission’s (PUC) General Order No.9 (GO9) Tariff.
• Understand and complies with Collective Bargaining Agreement (CBA); seeks interpretation from Human Resources (HR).
• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Performs all other related duties as instructed by supervisor/director and/or levels of management within the department’s operation.

Required Education:

• High school diploma or GED.

Required Work Experience:

• At least five (5) years in customer service or call center role.
• Experience with handling call resolutions.
• Proficient in the MS Office suite of tools (Word, Excel, Access and PowerPoint).

Preferred Education:

• Bachelor’s degree in Business, preferably in accounting, finance, or management.

Preferred Work Experience:

• At least two (2) year in a supervisory or team lead role.
• Worked in a regulated industry, performing the following activities: customer service, call center, account management, collections, bankruptcies, and accounting.
• Demonstrated understanding of operations assets and general business philosophies and practices.
• Experience with technology related to maintenance of customer, account, premise, and other sensitive information.
• Experience with using business software applications for document preparation, records management, spreadsheet analysis, database administration, data retrieval, and reporting
• Experience working in a unionized environment with bargaining unit employees.
• Experience with using Customer Information System software such as, Cayenta.
• Experience with using Call Center Phone Systems such as, Zoom.