Customer Operations Training Supervisor

Randstad Sourceright
US - New York - Hicksville
April 22, 2024

Location: Hicksville, NY, US

Company: PSEG

Requisition : 77579

PSEG Company: PSEG Long Island

Salary Range : $ 88,400 - $ 140,000

Incentive : PIP 10%

Work Location Category : Onsite

Job Summary

The primary purpose of this position is to supervise the daily operations of a staff of MAST and/or bargaining unit employees tasked with delivering a variety of technical support aimed to enable the successful operation of Call Center training, while integrating business processes with the skills and knowledge required for affected employees to effectively and efficiently perform their job duties.

This position is also responsible for leading the work of the trainers and analysts in the maintenance of work systems, procedures, and policies that enable and encourage the optimum performance of its personnel and other resources within the Call Center and other Customer Operations departments.

This position requires a thorough working knowledge of various customer-facing processes and procedures associated with metering, billing, and collections and the associated computer systems and software, including Command Center, CAS, OMS, CXone NICE platform, etc.

Direct responsibilities span multiple disciplines and include the development of technical requirements and programs to support the maintenance and troubleshooting of Call Center training in support of all organizations within the company.

Job Responsibilities

Deliver initial training and refresher classes to business support personnel, including the Call Center and other Customer Operations departments (i.e., Back Office Billing, Customer Office, etc.).
Collaborate with Workforce Management and other departments to schedule trainings and written assessments to Call Center representatives and those listed above.
Supervise staff of MAST and/or bargaining unit employees tasked with delivering a variety of physical support services that enable the successful operation of the Customer Operations Organization, namely the Call Center.
Provide coaching and guidance to newly hired and experienced call center representatives, in addition to SMEs and adjunct trainers, on both current and emerging topics.
Analyze performance needs and identifies gaps to the Manager as a way to improve individual, team, and organizational performance.
Research and stay current on training products and methods in accordance with adult learning principles, industry best practices, and trends.
Collaborate with learning management systems by granting access to learners and administrators, uploading and maintaining course materials, running reports and metrics, creating user documentations, and troubleshooting learner challenges.
Work with members of HR and other department Supervisors and Managers for customer representative progression to next classification level as applicable.
Review, develop, and standardize process and training content to supplement existing documentation library, including but not limited to, OMS/Electric Service, Basic Billing, Collections, Advanced Billing, etc.
Collaborate with the System and Change Implementation Technology Group to test new software and develop training documentation.

Required

Job Specific Qualifications

Bachelor Degree in Business or related field with a minimum of five years of experience in a related industry
Strong supervisory skills with ability to drive a technical workforce
Demonstrates supervisory competencies with the ability to oversee a MAST and/or bargaining unit staff workforce
Strong working knowledge of call center software
Working knowledge of billing, collection, and other customer-facing inquiries
Strong written and communication skills with experience in writing plans, procedures, and designing/delivering training presentations
Ability to effectively communicate and interact with employees at all levels in the organization
Good networking skills with demonstrated ability to interact with equipment manufacturers and vendors
Strong analytical capabilities with experience reviewing existing work procedures to establish methodologies to enhance safety
Knowledge of union rules/contracts and ability to effectively interact with union leadership
Abillity to travel to various work locations

Desired

M.S. Degree in Business or Computer Science
Thorough knowledge of metering protocols and current billing practices
Working knowledge of Command Center, MIMS (Meter Inventory Management System), CAS Billing systems, ARIBA, SAP, and meter application software.
Lean Six Sigma (LSS) continuous improvement certification
Knowledge of ANSI Standards
Detailed knowledge of all rules and hands on practice associated with meter installation and testing applications
•

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Regional Class A CDL Flatbed Company Drivers / Home Weekly AND Weekends / Avg $80K 100K Annually

OZARK LOGISTICS LLC

United States - NY - NY - Naples
May 2, 2024

Flatbed Truck Driver Benefits: • Gross annual Drivers Average between $80,000 - $100,000+ • Avg Weekly Gross of $1,540 - $1,925+ • All positions pay $170 daily rate PLUS mileage for ALL miles (loaded and empty) • Guaranteed orientation pay of $1,400/week for 1st month • Home...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now