Sr Supvr Customer Service

Customer Services SupervisorPlan, direct and monitor the activities of Customer Services bargaining unit or non-exempt line employees. Maintain and deliver optimum quality of service to customers and maximize employee productivity. Implement standards and programs to improve processes and increase customer satisfaction.Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.Primary DutiesDirect bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work within the area. Schedule overtime when required. Develop scheduling process to create efficient processing of workload among employees. Review and approve daily reports on expenditures (e.g. daily time sheets).Evaluate employee performance and develop programs / meetings to enhance employee's job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances.Design, implement, and monitor identified process/procedural improvements.Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needsEstablish and maintain a safe work environment for subordinates within the departmentMentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the departmentJob ScopeDirect day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.Mentor and provide guidance to lower level and less experienced supervisorsProvide input regarding performance of lower level and less experienced supervisors to Manager and Managing SupervisorsPromotes customer and employee satisfactionDecision-making authority is related to completion of departmental scheduled workloadWork is subject to frequent/daily review.Impact to budget is moderate and is reflective of management of daily workflow and implementation of process improvements.Minimum Qualifications4-7 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience2-3 years internal supervisory experience (e.g., ComEd, PECO, BSC, ExGen), or receive acceptable rating on Supervisory AssessmentIn-depth knowledge of collective bargaining agreements (CBA) and related procedures, policies and processesAdvanced understanding of applicable systems and technology (e.g., customer information system, electronic hand-held meter reading equipment, etc.)Demonstrated computer literacyStrong written and oral communication skillsPreferred QualificationsBachelor's degreeLeadership experience in a similar environment