Customer Operations Supervisor

About the role

Supervise a team of Customer Operations Associates in their day-to-day duties that include applying the organization's policies and procedures in response to customer needs. Plan, monitor, evaluate, and supervise work activities to achieve operational requirements and quality standards. Provide assistance to Associates and Management with administrative responsibilities.

Responsibilities

• Monitor individual and team performance to achieve departmental and Company goals including, but not limited to: budgets, operational performance, customer satisfaction, etc.
• Direct the investigation and resolution of customer inquiries and complaints, billing, credit, and other back-office customer related work, complete documentation, and provide feedback and coaching to Customer Operations Associates and management to ensure understanding and consistent application of policies and procedures.
• Direct and coordinate outage restoration activities, including dissemination of accurate outage information, call routing, staffing, and time keeping issues for assigned employees; serve as duty supervisor when required.
• Establish and maintain strong working relationships with operating company personnel, distribution and customer operations, and other AEP business units.
• Assist with the development and training of customer operations employees.
• Assess, recommend, and assist with the development of training materials for the customer operations center.
• Assist in the development and implementation of policy and procedure improvements and assist in the development of short term and long-term plans, including forecasting and budgeting, as required.
• Administer job performance reviews and recommend the promotion, demotion, selection, discipline, and dismissal of assigned personnel.
• Promote safety and health programs to safeguard employees, the general public, and company property.

Requirements

• Bachelor's degree is preferred, typically in a business-related field.
• Minimum of four years' experience in customer service.
• Physical demand level is Sedentary (exerting up to 10 pounds of force occasionally; negligible amount frequently; involves sitting most of the time with occasional walking/standing).

Qualifications