Job Description:
JOB INFORMATION
Job Title: Supervisor Customer Operations
Job Code: 126110
Grade: Exempt 55
JOB SUMMARY
Plans, organizes and directs the Customer Operations of the Utility. Ensure Customer Operation processes, procedures and actions accomplish the Company's requirements for efficient and effective management of the customer contact, issue resolution and customer support departments. Support and develop the company's public image to all customers.
LEVEL OF RESPONSIBILITY
Supervises daily activities of team. Sets priorities to accomplish task or process completion. Decisions guided by policies, procedures and business plan. Typically does not perform same work as subordinates.
ESSENTIAL FUNCTIONS
Responsible for the day-to-day operations of a team of representatives that handle customer service inquiries and problems and/or customer support operations.
Ensure that responses to customer inquiries are completed on a timely basis to achieve service and quality standards.
Coordinate work activities to achieve the volume expected to meet operational requirements.
Ensure that resources (tools, information, enabler support, etc.) are available for the team to provide on-time, quality service for the customer.
May lead team responsible for processing customer orders, bills and accounts; and applications for service initiation, maintenance and termination.
Plans, directs, supervises and evaluates work flow.
Monitor performance of staff members according to established monitoring standards; this may include call monitoring.
Recognize and recommend operational improvements.
Responsible for the day-to-day application of organizational policies and procedures.
Responsible for all hiring decisions, coaching, disciplinary actions and performance management including conducting performance appraisals.
Develop and monitor the application of operating systems including policies and procedures, operating structure and information flow.
Conducts analysis related to call center metrics, reporting, customer satisfaction, quality and other ad hoc and special project requests.
May assist with special projects as assigned.
Coach the team for improved performance and adherence to safe work practices; motivate the team to achieve goals through a variety of methods including recognition and success celebrations.
Lead team meetings for communication, safety, coordination of work and team development.
REQUIREMENTS
Associate's Degree in Business or other related discipline, And 4 years directly related experience in a customer operations/call center environment; Or
6 years directly related experience in a customer operations/call center environment.
WORKING CONDITIONS
Shared office environment in Customer Operations.
Extended use of computer equipment including keyboard, monitor and mouse.
Fast paced environment with attention to ACD system and call times.
May be required to work non-standard work schedules.
May require travel.
SPECIAL SAFETY REQUIREMENTS
All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive. Individuals in positions in which driving is an essential function are subject to the terms and conditions set forth in OGE Energy Corp.'s Drug Testing Plan.
KNOWLEDGE, SKILLS AND ABILITIES (KSAS)
Strong knowledge of customer service, billing and collection practices and environments.
Excellent customer service skills.
Ability to communicate effectively in writing and speech with all level of company management and with other internal and external contacts.
Advanced knowledge of call center process; rules and requirements governing customer service; and the customer service (computer) system; front office and back office.
Ability to complete multiple tasks and manage time effectively to meet all assigned deadlines.
Must understand the importance of goal attainment with a high standard of ethics.
Analytical skills with the ability to organize data from multiple resources.
Ability to motivate in a team environment.
Must be able to lead by example while maintaining flexibility and creativity.
Knowledge of SAP and Microsoft Office Suite.
Maintain professional demeanor at all times.
Must be available to work a flexible schedule relative to customer service hours of operation.
Detail oriented.
Collaborative skills to work with the team, members and members in other areas in shared decision making.
Ability to facilitate team meetings and activities, utilizing formal facilitation techniques and processes.
Process design/process improvement skills.
LICENSES AND CERTIFICATIONS
No Licensure or Certification Required.
OG&E
321 N Harvey
Oklahoma City
Oklahoma United States
www.oge.com
