Supervisor, Customer Assistance Center (Outage & Emergency Response) - Oahu, Maui, or Hawai'i Island

About the role

The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. The position may be filled on Oahu, Maui, or Hawaii Island (Role: Professional Supervisor).

Job Function

Supervises and directs the daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the customer care & support center's practices and procedures; managing resources to maximize efficiency and productivity and utilizing techniques to enable automation and digitalization.

Essential Functions

• Leadership
  • Collaborates with key internal business partners to identify and resolve people, process or technology issues for assigned area; provides information and data to business units as requested to assist in customer experience, performance or system improvement and business decision making.
    • Serves as liaison to resolve issues that may arise in own or other departments.
  • Develops training and development plans for direct reports to maintain high performance, efficiency and customer experience.
  • Maintains KPI and service level targets on a consistent basis.
  • Drives results, sets expectations, prioritizes work, evaluates results and takes corrective action with urgency.
  • Supervises, manages and directs employee activity (work management, delegation) to ensure high performance, efficiency and accountability.
  • Tracks, monitors and measures operational performance, knowledge and skill of direct reports in all contact channels (voice, email, online, chat, etc.) to achieve established goals (service level, productivity, quality).
• People
  • Develops the business knowledge and technical skills of employees necessary to succeed in their jobs.
  • Is accountable for employee performance management, development and coaching.
  • Drives performance and accomplishes results through effective recruitment and selection, training and development, performance management/coaching/correction and rewards and recognition.
  • Fosters, builds and maintains supportive & collaborative peer relationships.
  • Holds self and direct reports accountable to model and champion the desired behaviors of the Company’s Culture Dimensions: Customer Focus, Adaptable, Empowered, Accountable, Collaborative.
  • Demonstrates civic and corporate citizenship.
• Process/Tools
  • Analyzes and evaluates business data and information, researches best practices to design and develop process improvements to improve productivity and efficiency and ensure an exceptional customer experience.
  • Affords resources and staff levels; coordinates, plans, and directs resources for appropriate service level goals.
  • Utilizes techniques for forecasting, monitoring, reporting and communicating performance measurements, metric and performance plans; analyzes reports to identify trends; interprets historic statistical data to determine future needs for resource allocations.
  • Assists in administering the department budget by participating in planning, monitoring and revising schedules, work plans, expenditures and assignments.
  • Collaborates with training specialist and peers to document workflow, processes and procedures, create standard procedures and training for assigned business area; researches and investigates unique or complex customer or business issues and provides resolution.
  • Serves as a subject matter expert for assigned areas and associated processes, maintains data and provides trending analysis as requested.
  • Develops and manages operational plans including contingency planning for core activities within assigned area of responsibility.
  • Develops, communicates and ensures standards for quality, service, policies and procedures in accordance with Hawaiian Electric’s Service Promise and Standards, and ensures compliance and adherence among direct reports.
  • Identifies, responds to, and resolves service disruptions (vendor, systems, process).
  • Investigates and determines root cause failures in a timely manner for incidents and near misses.
  • Partners with various parts of the organization to provide resolution (verbal and written) on escalated and regulatory complaints in accordance with established service level agreements and regulatory rules and tariffs.
  • Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

Basic Qualifications

• Knowledge Requirements
  • Working knowledge of business, management, call center, and continuous improvement principles.
  • Working knowledge of customer service, team building, and team motivation principles and practices.
  • Working knowledge of personal computers and/or mainframe systems and related software applications such as spreadsheets, word processing, etc.
  • Working knowledge of the principles of accounting normally acquired through college level accounting course or equivalent experience.
  • Working knowledge of basic credit and collection practices and law.
  • Working knowledge of various Company systems (CIS, IVR, customer website and portal, etc).
  • Working knowledge of state & federal laws including FCRA, FACTA, Company’s code of conduct and privacy program, as well as PUC rules and tariffs relating to electric utility services.
  • Working knowledge of Company’s tariff, rate schedules, and collective bargaining agreement.
• Skills Requirements
  • Demonstrated ability to effectively resolve difficult and/or sensitive issues/information with tact, courtesy, and good judgement.
  • Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities.
  • Supervisory/leadership skills and demonstrated ability to achieve results, measure performance, build and maintain effective management and performance systems, and manage a high performance team.
  • Demonstrated ability to make presentations, conduct group meetings and facilitate process action teams.
  • Advanced analytical, interpersonal and negotiation skills.
  • Advanced customer service and diplomacy skills.
  • Technical ability to understand meter reading, billing and effectively respond to bill inquiries.
• Experience Requirements
  • 3 - 5 years experience in the Customer Assistance Center or similar work experience in customer service, customer relations, credit operations, and/or management.

Pay

Hiring Range: The hiring range for the Supervisor, Customer Assistance Center - Oahu, Maui, or Hawaii [Req ID 10465] position is $89,100.00 to $113,700.00. The person selected will be placed according to his/her skills and qualifications.

Schedule

Work Hours: Wednesday - Sunday, 2:00 p.m. - 10:00 p.m.; Days off: Monday & Tuesday