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|Job Category :
||Supervisor Call Center Operations – Rhode Island
|Job Description :
As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities – Louisville Gas and Electric, Kentucky Utilities and PPL Electric Utilities – provide an outstanding service experience for our customers, consistently ranking among the best in the United States. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 2.5 million customers in the U.S. and rewarding careers for thousands of employees. PPL continues to grow and is currently pursuing regulatory approval to acquire The Narragansett Electric Company in Rhode Island. In anticipation of a successful closing of the acquisition, PPL is recruiting for positions to support this utility.
Regular or Temporary
Full-time or Part-time
To supervise, plan, coordinate and direct a team within the call center operations service area in order to maintain a smooth and efficient function in line with Department and Company requirements. This role will translate functional policy by executing and delivering procedures that drive greater efficiencies and performance for the end-to-end process within the call center.
Assist with the management of transition services agreements for the RI Call Center ensuring performance, customer and regulatory metrics are being met
Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders. This includes the hiring of customer service representatives.
Supervise a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried in accordance to end to end process
Monitor and record performance of allocated staff including issues relating to sickness, discipline and agent performance levels and ensure timely delivery of feedback.
Identify, support and execute on performance improvement initiatives within the call center in order to execute on opportunities for improvement.
Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement
Monitor all Service Level targets, Key Performance Indicators and Risk to ensure compliance
Build and strengthen team environment, set expectations to improve work performance and ensure representatives are complying with standards set for the by our regulatory bodies
Promote and implement procedural best practice to ensure all working practices (and where relevant, health and safety standards) are compliant with PPL policies and regulatory requirements.
Use sound judgment to think and act commercially when making decisions that impact productivity and cost. (offering overtime, off phone activities, time off requests)
Ensure team operates using safe work practices
Accountable for escalated customer complaint resolution
Assist the Call Center in responding to planned and unplanned events (e.g., weather and emergency events)
Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.
A Bachelor’s degree or 5 years of supervisory experience within a Customer Centric and transactional organization desired.
Experience of leading a team of represented personnel involved in providing a transactional support service in support of PPL’s objectives.
Must have a good working knowledge of tools and systems within designated area.
Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint).
Knowledge of regulatory requirements set forth by the regulatory agencies
Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.
Equal Employment Opportunity
Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.
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