Requisition: 83775
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 91,100 - $ 144,200
Work Location Category: Hybrid Fixed
Job SummaryAt this time, only current PSEG employees are being considered.
The Sr. Customer Operations Supervisor is responsible for leading and developing union-represented associates in a fast-paced utility customer service environment, with a strong focus on safety, operational excellence, employee performance, and customer satisfaction. This role oversees daily workforce activities, monitors performance metrics, manages staffing priorities, and ensures compliance with company policies, business controls, and labor agreements. The position requires strong leadership, analytical, communication, and problem-solving skills to effectively coach employees, resolve operational and employee relations issues, and drive continuous improvement while supporting safe, reliable service to utility customers.
Job Responsibilities- Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance.
- Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance.
- Set priorities for the team to ensure effective workload management.
- Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence.
- With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
- Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.
- Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
- Supervise and lead by initiating, guiding, supporting and motivating associates.
- Organize and lead team meetings. Plan and organize activities/projects.
- Analyze data to assess business performance and adjust local procedures as appropriate.
- Maintain staff levels/requirements to best meet business needs.
- Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication.
- Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectations for effective internal business controls.
- Location and shift of supervisory roles can vary depending on operational needs.
Job Specific Qualifications- BA/BS degree preferably in Business and a minimum of 5 years of work experience
- In lieu of a degree, a minimum of 10 years of work experience or meter reading operations
- Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees
- Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines
- Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations
- Demonstrated strong verbal and written communication skills Demonstrated ability to effectively interact with Management, colleagues and customers
- Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word
- General knowledge of SAP, CCS and UWUA Bargaining Agreement
- Demonstrated ability to work independently; prioritize work; meet deadlines and targets
- Must possess and maintain a valid US driver's license and a safe and satisfactory driving history
- Provide leadership coverage during major weather events and planned/unplanned outages, supporting overall center performance, maintaining adequate staffing, and providing in office support for the duration of the event
- Compliance with the Department of Energy's regulation 10 CFR 810 is required
Desired- Experience working with union associates and grievance process
- Experience in meter reading operations. Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls
- Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel
- Technical and analytical/problem-solving expertise
- Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations
- Strong verbal and written communication skills
- Able to work independently; prioritize work; meet deadlines and targets
- Demonstrated ability to effectively interact with management, colleagues and customers
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
