Supervisor, Customer Experience - Emergency Response

Job Summary:

The purpose of this position is to provide leadership, employee development, direction, and motivation for a multi-jurisdictional Emergency Response Team in support of Southern Company Gas utilities in 3 states. The Emergency Response Supervisor is an essential, critical leadership role that plays a major part in call center operations. This role is responsible for achieving and maintaining operational efficiency within an omni-channel environment for the Customer Care Centers within the Customer Experience (CX) organization. The incumbent for this role is responsible for service delivery and employee performance in a high volume and fast paced emergency customer contact operation (phone) for residential, commercial, and large C&I customers, serving a population of more than 2 million customers. The Supervisor is responsible for monitoring compliance to applicable strategy, policies and procedures for customer contact operations within assigned area of responsibility. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; coordinating efforts with Scheduling and Field resources; meeting and measuring key performance indicators and internal and regulatory service levels. Their responsibility includes direct supervision, coaching, development and mentoring up to 25 hourly employees. The incumbent will operate within a 24X7 operation of the contact center handling emergency and escalated calls from internal and external customers, Georgia Marketers, 911, Field Operations, Resource Management, Southern Company leadership, etc. The Supervisor role maintains on-call responsibilities throughout the day and after hours to quickly address unforeseen issues or concerns related to callouts, inclement weather, disaster recovery, gas outages, system/technical issues, etc. The Supervisor must be able to make sound judgement and decisions in a swift manner while assessing the impacts and risks to the overall operations. The Supervisor in this role must be able to clearly communicate both in writing and verbally and must be able to present information timely to stakeholders. Additionally, the Supervisor provides strategic direction to balance budget targets, business success and maintain an engaged/ motivated workforce.

The Supervisor consistently partners with CCC leadership and other stakeholders for ongoing business continuity planning such as contingency support from other markets/areas, interflow support between the Customer Care Centers, etc.

Business Execution:

Criticality:

• Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)

• Respond to emergency and customer inquiries in accordance with established safety, legal and liability protocols

• Handle complex and escalated customer concerns (respond to customer calls and internal referrals)

• Identify, report, monitor, resolve and respond to service disruptions (vendor, process, systems)

• Administer budget according to plan, monitor variances

• Accountable for maintaining regulatory compliance (internal and external to the company)

• Supervise employee activity (work management, delegation) to ensure attainment of work goals

• Provide resolution to customer issues through direct contact or guidance to subordinates

• Collaborate with training department to document workflow processes and initiate process improvements (intra-company and extra-company accountability)

• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed

• Track various functions for monthly reporting

• Ensure emergency orders are processed efficiently and accurately amongst all employees

• Provide collaborative support for Customer Experience presentations for internal and external use

Communication:

• Strong communication, analytical and problem-solving skills

• Provide timely coaching and proactive communication to all employees

• Communicate expectations and targets effectively.

• Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives)

• Communicate and administer policy and procedure within work team

• Align work processes in compliance with Call Center policies and processes (customer contact handling, staffing and retention, workforce management, employee relations)

• Influence business decisions through root cause analysis, process validation, best practice research, and timely communication

• Implement best practices to improve the customer experience

• Analyze and interpret business data and information

Development of Others:

• Accountable for documenting and managing employee performance

• Create a clear vision for employee's growth, development, and success

o Accountable for employee development and coaching

• Coach, develop, and enhance verbal, written, and technical skills of employees

• Develop action plans for the business and operational needs of the organization

• Develop training baseline for employee group

• Responsible for setting clear expectations, proactively communicating, effectively prioritizing time and tasks, evaluating results and taking corrective action as needed

• Must meet KPI and service level targets on a consistent basis

Relationships & Networking:

Criticality:

• Accountable for staff selection, development, and retention for employee groups

• Lead monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions

• Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes

• Lead morale building activities

• Manage peer relationships

Innovation:

• Lead strategic initiatives that contribute towards operational efficiencies across Customer Care Centers using automation, streamlining, and/or digitalization to yield tangible impact on operations

• Modernize the employee and customer experience via innovation, automation, and digitalization to meet customer needs and expectations

• Ensure work from home efforts are optimized, and business continuity is maintained

• Partnering with the Technology department to explore and implement IVR enhancements for operational excellence

• Leverage new Automated Quality Monitoring (AQM) process to improve agent performance and customer satisfaction

• Partner and collaborate with Resource Management, Field Operations, Corporate Communications, and appropriate stakeholders to safely respond and enhance the customer experience.

Qualifications

Education, Certifications/Licenses:

Required:

• High School Diploma or GED

Preferred:

• BA/BS degree

Related Work Experience:

Preferred:

• 2-3 years customer care leadership experience
• 2-3 year's utility experience

Or Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

• MS PowerPoint - basic proficiency

• MS Excel - intermediate proficiency

• MS Word- intermediate proficiency

• Excellent verbal and written communication

• Planning and organization

• Interpersonal skills

• Analytical skills

• Time and task management

• Keyboard 40 WPM

Preferred:

Working Conditions/Physical Requirements:

Some business travel (5 - 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights.

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of over four million U.S. households and businesses. As the largest natural gas-only distribution company in the United States, we're working to ensure that Americans have access to a supply of clean, safe, reliable and affordable natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers' and communities' needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 5438

Job Category: Customer Service

Job Schedule: Full time

Company: AGL Services Company