Senior Customer Operations Supervisor; Backoffice Collections

Position: Senior Customer Operations Supervisor (Backoffice Collections)
Requisition : 83801

PSEG Company:
Public Service Electric & Gas Co.

Salary Range: $ 93,600 - $ 148,200

Work Location Category:
Hybrid Fixed

We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company - along with a supportive, friendly work environment where your contributions are valued.

We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role.

In support of this model, roles have been categorized into one of three work location categories:

1. Onsite - roles where employees are expected to be onsite daily.

2. Hybrid fixed - roles that are a mix of remote work and onsite work fixed days each week

3. Hybrid flexible - roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

At this time, only current PSEG employees are being considered.

This supervisory position resides in the Collections Process within the Backoffice portfolio. The role leads unionized associates to achieve daily performance targets and departmental goals. It oversees Backoffice Collections workflows and sub portfolios, monitors individual results, and provides coaching to drive strong performance, technical competence, safe work behaviors, and balanced customer satisfaction. The supervisor plays a key role in analyzing operational data and results, implementing process improvements, coordinating staffing needs, and ensuring compliance with business controls and company and regulatory policies.

Success in this position requires strong customer focus, leadership, teamwork, effective communication, solid analytical skills, and the ability to manage shifting operational priorities.

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. Play a leadership role in the development,…