About Customer & Operational Services
Southern California Edison's (SCE's) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
Position overview:
This position will be a supervisor in the Customer Contact Center (CCC) within Southern California Edison's (SCE) Customer Service Organizational Unit (CSOU). The successful candidate will provide leadership and oversight to employees who provide operations support. The successful candidate will be responsible for monitoring work performance, providing direction, and coaching, feedback, and mentoring and employee development to ensure service delivery satisfaction.
Typical Responsibilities:
- Manage the absence management process for the Call Center as needed, attendance mitigation corrective/disciplinary actions.
- Manage workers compensation and Sedgwick work accommodation requests along with medical restrictions requests for the Call Center.
- Manage process of approvals of supplies and Invoices.
- Manage customer correspondence which includes Client Letter technology process and the transition to Open Text.
- Administer the annual ENA acknowledgment of the standards of performance.
- Manage resources that process owner/tenant agreement process. Process all incoming owner/tenant agreements, cancellations, large apartment complexes, customer inquiries, and customer complaints.
- Manage I-partner/SHARE: I-partner - Process all incoming grants from United Way for customer payments. SHARE - subsidized housing assistance relief through United Way to help clear past utility debt.
- Manage all Call Center facility maintenance requests and issues that occur in both Rancho Cucamonga and Irwindale Business Center Call Centers.
- Manage data and information around disability, FMLA, Workers Compensation and Sedgwick issues for all CCC employees (Ensure all CCO policies and SCE policies are followed and that the practices in the CCO are consistently applied by all Supervisors and Managers. Maintain database of all absenteeism, FMLA, and Workers Comp cases and monitor to ensure employees are returned to work in a timely manner. Ensure consistency in all work accommodations and restrictions)
- Manage updates to schedules for changes and trades into timekeeping system.
- Supervise and maintain timekeeping for employees off work more than 30 days in the CCC.
- Manage and process all changes in the CCC due to scheduler (biannually) and incidental moves to ensure that all reporting in the CCC is correct.
Click here to view the full job posting.
Southern California Edison
P.O. Box 800
Rosemead
California United States
www.sce.com
