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Southern California Edison (SCE) · 1 day ago

Customer Operations, Senior Supervisor

Irwindale, CA

Full-time

Hybrid

Mid, Senior Level

$99K/yr - $149K/yr

4+ years exp

Southern California Edison (SCE) is committed to building a better tomorrow through clean energy initiatives. The Customer Operations, Senior Supervisor will lead a team focused on program enrollments for various customer programs, ensuring high performance standards and quality service delivery.

Communications InfrastructureElectrical DistributionEnergySustainability

Comp. & Benefits

Responsibilities

Leading, coaching, and developing a team of customer service personnel, overseeing and making real-time adjustments to operations ensuring high performance standards and quality service delivery

Setting and monitoring individual and team performance goals ensuring teams meet or exceed key performance indicators (KPIs), such as customer satisfaction, resolution time, first-call resolution rates, billed revenue, delayed billing, outstanding receivables, and net write-off

Handling escalated and complex customer and/or operational issues, ensuring timely and effective resolutions. Collaborating with internal stakeholders to align strategies and optimize processes for improved outcomes

Analyzing performance metrics and trends to identify opportunities for improvement and implementing action plans to address service gaps

Collaborating with senior leadership to align team goals and performance with broader departmental and organizational strategies and objectives

Providing regular feedback and conduct performance evaluations to customer service supervisors and team members

Supporting the development and implementation of new policies, procedures, and training initiatives to enhance service delivery

Ensuring compliance with company policies, procedures, and industry regulations, maintaining a high standard of operational integrity

A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity

Qualification

Performance managementCustomer service supervisionTeam leadershipIncome qualified programsOperational complianceCoachingDevelopmentAnalytical skillsCollaborationProblem-solving