Supervisor, Call Center Operations

About the role

Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into a large, modern facility. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.

Benefits

• Free Health Insurance Options
• Free Dental Insurance
• Flex Spending
• Commuter Benefits
• Pension Plan
• Free Parking
• Wellness Programs
• Onsite Gyms
• Tuition Assistance
• PSLF Eligible Employer
• Parental Leave
• Hybrid Work Environment

Responsibilities

Customer Affairs Administration

• Develop, prepare, and analyze complex information associated with various reports or studies to present recommendations to management on appropriate courses of action.
• Implement and maintain a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes that enhance customer experiences and/or improve operational/cost efficiencies without negatively impacting customer satisfaction.
• Foster a positive relationship with union representatives by conducting regular weekly/monthly and ad hoc meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.
• Ensure the timely resolution of customer disputes received by PGW senior executives, regulatory and legislative bodies, government offices, etc.

Personnel Management

• Communicate individual and departmental performance standards/metrics to subordinate staff; reviews daily, weekly, monthly, and annual progress reports and provides feedback/guidance regarding performance issues holding each direct report accountable for their individual and departmental performance.
• Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.
• Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.
• Perform progress evaluations for merit/progression wage increases and meets with subordinates to discuss and providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.

Finance & Accounting

• Participate in the annual budget preparation process as needed or requested.

Other Related Functions

• Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance with federal, state, and local regulations.
• Perform other special projects and assignments as directed.

Qualifications