Supervisor, Contact Center

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!Position Summary:The Contact Center Supervisor is responsible for managing and overseeing a team of call center representatives, ensuring that they meet our high standards of customer service. This includes training and developing new team members, as well as identifying and implementing process improvements.Location: Hybrid, downtown Pittsburgh, PAResponsibilities:Supervise the daily work of the Call Center agents including quality assurance, productivity, and other relevant business drivers. Assure that transactions are handled promptly and effectively based on customer needs and expectationsPerform call monitoring to evaluate the quality of the customer transaction. Review the actual customer experience based on predetermined metrics including but not limited to need fulfillment, professionalism, first call resolution and overall experienceSpeak to DLC customers as needed, helping to diffuse escalated situations and/or enhance the customer experiencePrepare and communicate performance results with individual customer agentsConduct evaluation sessions with employees in order to mentor, coach and improve performanceEstablish improvement plans when required. Identify training needs and ensure training is conducted by Talent Development teamParticipate in department improvement initiatives to identify, evaluate, and implement new products and service improvementsReview corporate marketing research results to identify improvement opportunities and root cause analysisInvestigate and prepare evidence, reports, and testimony for customer disputes and PUC complaintsWork in conjunction with Company legal counsel to develop Company position, negotiate settlements, and prepare for formal hearings as neededTestify at hearings as neededAnalyze customer disputes and complaints in order to identify improvement opportunitiesAssist the Credit and Collections Supervisor in overseeing the daily performance of credit related calls to improve accounts receivable resultsEnsure that regulatory and company policies are enforced related to credit transactionsEducation/Experience:Bachelor's degree in business administration, communications, or other relevant discipline.In lieu of a bachelor's degree, an equivalent combination of education and experience may be consideredFive (5) years of relevant experience requiredExperience with CIS system and software skills requiredExperience in a call center environment strongly preferredExperience leading in a bargaining unit environment, specifically skilled trade employees strongly preferredProven track record of success in managing and motivating teamsSkills:Highly proficient in Microsoft Office SuiteProficiency in call center software,data analysis tools,and communication platformsStrong ability to motivate Call Center Agents on a daily basis and help maintain/support a positive working environmentAbility to interpret key metrics to understand team performance and identify areas for improvementAbility to manage multiple tasks in a fast-paced environment while meeting deadlines and adjusting to changing priorities/unexpected situationsExcellent communication and interpersonal skillsExcellent problem-solving and decision-making skillsMust possess a positive attitude and strong values that fit with the Company's core values:Energized to shape the future;Bold in thinking and exploration of new possibilities;Collaborative in approaching all challenges;Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;Selfless in serving the community, both on the job and through volunteerism.Physical Requirements:Position requires 24-hour availability, primarily on a rotation basis. Must call out personnel during storms or other major events.Normal office environment.Automobile travel to office and offsite meetings.Scope:Primary focus is on day-to-day management of operational execution for areas managed. Trains and develops staff and plans the workflow.Leads workflow changes and implementations for direct team. Directs available resources to accomplish process improvement.Decision Impact:Problems and issues are undefined and may require detailed info gathering, analysis, and investigation to understand/resolve. Makes decisions that address workflow issues considering immediate impact on own function or work unit.Hybrid WorkPosition follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.Storm RolesAll Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.Data GovernanceUtilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.Disclaimer:The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.EQUAL OPPORTUNITY EMPLOYERDuquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.