Supervisor, Customer Experience

Emergency Response Supervisor

The Emergency Response Supervisor provides leadership, employee development, operational direction, and motivation for a multi-jurisdictional Emergency Response Team supporting Southern Company Gas utilities across four states.

This is an essential and critical leadership position within the Customer Experience organization and plays a key role in maintaining safe, efficient, and reliable call center operations. The Supervisor is responsible for service delivery and employee performance within a high-volume, fast-paced, omni-channel customer contact environment serving more than 2 million residential, commercial, and large Commercial & Industrial (C&I) customers.

The Emergency Response Supervisor directly leads, coaches, develops, and mentors a team of 15 or more hourly union employees. The position is responsible for monitoring operational performance, ensuring adherence to policies and procedures, maintaining regulatory compliance, and achieving key performance indicators and service-level expectations.

This position operates within a 24/7 contact center environment handling emergency and escalated contacts from internal and external customers, Georgia Marketers, 911/emergency services, Field Operations, Resource Management, Southern Company leadership, and other key stakeholders.

The Supervisor also maintains on-call responsibilities to quickly address unforeseen operational issues, including employee callouts, inclement weather, disaster recovery events, gas outages, and system or technology disruptions.

Successful candidates must demonstrate sound judgment, strong leadership, effective decision-making, and the ability to communicate clearly and in timely with employees, leadership, customers, and business partners.

Business & Operational Execution

• Monitor and measure operational performance against established goals and key performance indicators, including service levels, productivity, quality, and customer experience.
• Ensure emergency and customer inquiries are handled in accordance with established safety, legal, regulatory, and liability protocols.
• Manage complex and escalated customer concerns, including direct customer interactions and internal referrals.
• Ensure emergency orders are processed efficiently, accurately, and consistently by employees.
• Identify, report, monitor, and resolve service disruptions involving systems, vendors, technology, staffing, and operational processes.
• Supervise daily employee activities, work assignments, and delegation to ensure operational goals are achieved.
• Provide guidance and direction to employees in resolving complex customer and emergency situations.
• Coordinate with Scheduling, Resource Management, Field Operations, and other business partners to support emergency response activities and service delivery.
• Maintain compliance with applicable federal, state, and local laws, regulations, ordinances, company policies, and procedures.
• Administer assigned budgets in accordance with established plans and monitor budget variances.
• Collaborate with Training and business partners to document workflows, identify gaps, and implement process improvements.
• Track operational activities and metrics and provide information for monthly reporting.
• Provide collaborative support for Customer Experience presentations for internal and external stakeholders.
• Partner with contact center leadership to support business continuity and contingency planning, including cross-market support and call center interflow strategies.

Leadership & Communication

• Provide timely coaching, feedback, and proactive communication to employees.
• Set and communicate clear performance expectations, goals, and service-level targets.
• Develop and manage operational plans, including contingency plans for core activities within the assigned area of responsibility.
• Communicate and consistently administer company and departmental policies and procedures.
• Ensure work processes align with Call Center policies and procedures related to customer contact handling, staffing, retention, workforce management, and employee relations.
• Analyze and interpret business data to identify trends, risks, opportunities, and performance gaps.
• Influence business decisions through root cause analysis, process validation, best-practice research, and timely communication.
• Identify and implement best practices that improve customer and employee experiences.
• Communicate effectively both verbally and in writing and present…