Supervisor, Customer Assistance Center; Outage & Emergency Response - Oahu, Maui, or Hawai

Professional Supervisor – Customer Assistance Center

This position provides evening shift leadership for inbound outage and emergency call operations.

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 covers all customer-facing service activities including in-person, telephone, online, email, and chat interactions relative to electric utility accounts, products and services. Requires 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.

Provides oversight of financial transactions: billing & collections of commodity and non-commodity accounts, credit payment arrangements, and accurate posting of miscellaneous financial postings by the Customer Care & Support personnel.

• 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 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 & serves 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 exceeds 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).

• 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.
• Leads & participates 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.
• Leads and champions morale building activities among direct reports.
• Provides employee coaching centered around meeting individual, team, and center goals while also facilitating the growth and development of team members. Assists in goal setting.

• 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…