BRIEF POSTING DESCRIPTION:The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. The position may be filled on Oahu, Maui, or Hawaii Island (Role: Professional Supervisor)
This position will provide evening shift leadership for inbound outage and emergency call operationsJOB FUNCTION:Supervises and directs the daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the customer care & support center's practices and procedures; managing resources to maximize efficiency and productivity and utilizing techniques to enable automation and digitalization.
The scope of the position covers all customer-facing service activities including in-person, telephone, online, email, and chat interactions relative to electric utility accounts, products and services. This position requires very strong leadership, communication, and time-management skills; mentoring, coaching and developing high-performing employees; thorough understanding and functionality of the Customer Information System (CIS), Interactive Voice Response (IVR), rules and rates, products and services, customer website and portal, and Public Utility Commission (PUC) regulatory rules and tariffs.
Additionally, the Customer Care & Support Supervisor provides oversight of financial transactions: billing & collections of commodity and non-commodity accounts, credit payment arrangements, and accurate posting of misc. financial postings by the Customer Care & Support personnel.
ESSENTIAL FUNCTIONS:Leadership- Collaborates with key internal business partners to identify and resolve people, process or technology issues for assigned area; provides information and data to business units as requested to assist in customer experience, performance or system improvement and business decision making.
- Ensures that customer communications, needs and expectations are met in a professional, timely and proactive manner & serve as liaison to resolve issues that may arise in own or other departments.
- Develops training and development plans for direct reports to maintain high performance, efficiency and customer experience.
- Meets and/or exceed KPI and service level targets on a consistent basis.
- Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action with urgency.
- Supervises, manages and directs employee activity (work management, delegation) to ensure high performance, efficiency and accountability.
- Tracks, monitors and measures operational performance, knowledge and skill of direct reports in all contact channels (voice, email, online, chat, etc.) to achieve established goals (service level, productivity, quality).
People- Develops the business knowledge and technical skills of employees necessary to succeed in their jobs. Is accountable for employee performance management, development and coaching.
- Drives performance and accomplishes results through effective recruitment and selection, training and development, performance management/coaching/correction and rewards and recognition.
- Fosters, builds and maintains supportive & collaborative peer relationships.
- Holds self and direct reports accountable to model and champion the desired behaviors of the Company's Culture Dimensions: Customer Focus, Adaptable, Empowered, Accountable, Collaborative. Demonstrates civic and corporate citizenship.
- Lead & participate in regular meetings with direct reports, peer groups and upper management to cascade & reinforce key messaging, engage in problem solving & decision-making discussions, and ensure high performance and accountability in the customer care and support center.
- Lead and champion morale building activities among direct reports.
- Provide employee coaching centered around meeting individual, team, and center goals while also facilitating the growth and development of team members. Assist in goal setting.
Process/Tools- Analyzes and evaluates business data and information, researches best practices to design and develop process improvements to improve productivity and efficiency and ensure an exceptional customer experience.
- Assesses resources and staff levels; coordinates, plans, and directs resources for appropriate service level goals. Utilizes techniques for forecasting, monitoring, reporting and communicating performance measurements, metric and performance plans; analyzes reports to identify trends; interprets historic statistical data to determine future needs for resource allocations.
- Assists in administering the department budget by participating in planning, monitoring and revising schedules, work plans, expenditures and assignments.
- Collaborates with training specialist and peers to document workflow, processes and procedures, create standard procedures and training for assigned business area; researches and investigates unique or complex customer or business issues and provides resolution. Serves as a subject matter expert for assigned areas and associated processes, maintains data and provides trending analysis as requested.
- Contributes content to repository/database of standard operating procedures and improvement initiatives.
- Develops and manages operational plans including contingency planning for core activities within assigned area of responsibility.
- Develops, communicates and ensures standards for quality, service, policies and procedures in accordance with Hawaiian Electric's Service Promise and Standards, and ensures compliance and adherence among direct reports.
- Identifies, responds to, and resolves service disruptions (vendor, systems, process).
- Investigates and determines root cause failures in a timely manner for incidents and near misses.
- Partners with various parts of the organization to provide resolution (verbal and written) on escalated and regulatory complaints in accordance with established service level agreements and regulatory rules and tariffs.
- Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.
BASIC QUALIFICATIONS:Knowledge Requirements- Working knowledge of business, management, call center, and continuous improvement principles.
- Working knowledge of customer service, team building, and team motivation principles and practices.
- Working knowledge of personal computers and/or mainframe systems and related software applications such as spreadsheets, word processing, etc.
- Working knowledge of the principles of accounting normally acquired through college level accounting course or equivalent experience.
- Working knowledge of basic credit and collection practices and law.
- Working knowledge of various Company systems (CIS, IVR, customer website and portal, etc).
- Working knowledge of state & federal laws including FCRA, FACTA, Company's code of conduct and privacy program, as well as PUC rules and tariffs relating to electric utility services.
- Working knowledge of Company's tariff, rate schedules, and collective bargaining agreement.
Skills Requirements- Demonstrated ability to effectively resolve difficult and/or sensitive issues/information with tact, courtesy, and good judgement.
- Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities.
- Supervisory/leadership skills and demonstrated ability to achieve results, measure performance, build and maintain effective management and performance systems, and manage a high performance team.
- Demonstrated ability to make presentations, conduct group meetings and facilitate process action teams.
- Advanced analytical, interpersonal and negotiation skills.
- Advanced customer service and diplomacy skills.
- Technical ability to understand meter reading, billing and effectively respond to bill inquiries.
Experience Requirements- 3 - 5 years experience in the Customer Assistance Center or similar work experience in customer service, customer relations, credit operations, and/or management.
Role: Professional Supervisor
Number of Vacancies: 1
Location: Oahu, Maui, or Hawaii
Work Hours: Wednesday - Sunday, 2:00 p.m. - 10:00 p.m.; Days off: Monday & Tuesday
Hiring Range: The hiring range for the Supervisor, Customer Assistance Center - Oahu, Maui, or Hawaii [Req ID 10465] position is $89,100.00 to $113,700.00. The person selected will be placed according to his/her skills and qualifications.
Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.
