Supervisor, Customer Assistance Center - Oahu, Maui, or Hawai

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. This position may be filled on Oahu, Maui, or Hawaii Island (Role: Professional Supervisor).

Supervises and directs daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the center's practices and procedures; managing resources for maximum efficiency and productivity and enabling automation and digitalization. The scope covers all customer-facing activities including in-person, telephone, online, email, and chat interactions related to electric utility accounts, products, and services.

Requires strong leadership, communication, time-management, mentoring, coaching, and development of high-performing employees; thorough understanding and functionality of CIS, IVR, PUC rules and tariffs, and the customer website and portal.

Provides oversight of financial transactions: billing & collections of commodity and non-commodity accounts, credit payment arrangements, and accurate posting of financial items by support personnel.

• Collaborates with key internal business partners to identify and resolve people, process or technology issues, and provides information and data to business units.
• Ensures customer communications, needs and expectations are met professionally and proactively, serving as liaison to resolve issues.
• Develops training and development plans for direct reports.
• Meets or exceeds KPI and service level targets consistently.
• Drives results, sets expectations, prioritizes work, evaluates results, and takes corrective action with urgency.
• Supervises, manages, and directs employee activity to ensure high performance, efficiency, and accountability.
• Tracks, monitors and measures operational performance, knowledge and skill of direct reports across contact channels.

• Develops business knowledge and technical skills of employees.
• Drives performance through effective recruitment, training, performance management, and recognition.
• Fosters supportive and collaborative peer relationships.
• Models and champions company culture dimensions.
• Leads meetings with direct reports and peer groups.
• Champions morale building among direct reports.
• Provides employee coaching centered on meeting goals.

• Analyzes and evaluates business data, researches best practices to design process improvements.
• Assesses resources and staff levels; coordinates, plans, and directs resources for service level goals.
• Assists in administering the department budget.
• Collaborates with training specialist to document workflow and procedures.
• Contributes to repository of standard operating procedures.
• Develops contingency plans for core activities.
• Develops and ensures standards for quality, service, policies and procedures.
• Identifies, responds to, and resolves service disruptions.
• Investigates root cause failures and resolves incidents.
• Partners with organization parts to resolve escalated and regulatory complaints.
• Participates in emergency response activities.

• Working knowledge of business, management, call center, continuous improvement principles.
• Working knowledge of customer service, team building, motivation principles.
• Working knowledge of PCs and software applications.
• Working knowledge of accounting principles.
• Working knowledge of credit and collection practices and law.
• Working knowledge of company systems (CIS, IVR, portal).
• Working knowledge of state and federal laws including FCRA, FACTA, PUC rules.
• Working knowledge of company tariff, rate schedules, and collective bargaining agreement.

• Effective resolution of difficult and sensitive issues with tact and judgment.
• Flexibility in demanding work environment and rapid priority change.
• Supervisory/leadership skills and ability to achieve results and measure performance.
• Ability to make presentations and facilitate process action teams.
• Advanced analytical, interpersonal and negotiation skills.
• Advanced…