Job Description

Company Summary Statement : Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today. Overview:

Reporting to the lead supervisor, the call center supervisor is responsible for promoting a customer-focused culture while enhancing experiences for Rhode Island Energy customers. Within the role, the supervisor will be responsible for planning, coordinating and coaching a team within the Call Center Operations service area to maintain a smooth and efficient function in line with Department, Company, and Regulatory requirements. This role will translate functional policy by executing and delivering procedures that drive greater efficiency and performance for the end-to-end process within the call center. Ensure all customer interactions go beyond customer expectations.


Responsibilities:

Responsibilities

Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders. This includes the hiring of customer service representatives and managing day-to-day operations of our vendor partners.
Supervise a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried out in accordance with end-to-end process. Monitor and record performance of allocated staff, proactively addressing issues relating to attendance, conduct and agent performance levels, through the timely delivery of constructive feedback. Respond promptly and professionally to escalated customer calls and inquiries, identifying the cause of the problem, offering effective solutions, expediting necessary corrections, and ensuring thorough follow-up to confirm resolution. Identify, support, and execute performance improvement initiatives within the Call Center Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement. Oversee and coach agents to consistently meet all Service Level targets and Key Performance Indicators. Build and strengthen the team environment, set expectations to improve work performance and ensure representatives are complying with standards set for them by our regulatory bodies. Promote and implement procedural best practices to ensure all working practices (and where relevant, health and safety standards) are compliant with RIE policies and regulatory requirements. Use sound judgment to think and act commercially when making decisions that impact productivity and cost (offering overtime, off phone activities, time off requests, etc.). Ensure team operates using safe work practices. Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers. Perform other related duties, as assigned.
Qualifications:

Qualifications

An associate's degree plus 5 years of experience in Customer Service or Call Center or an equivalent combination of education and experience on a year for year basis. Experience leading a team of represented personnel involved in providing a transactional support service in support of RIE objectives. Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint)) and working knowledge of billing systems, technology and industry, and best practices. Knowledge of regulatory requirements set forth by the regulatory agencies. Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results. Ability to respond promptly and effectively to emergency and storm-related situations, ensuring team safety and operational continuity. Flexibility to work shifts across all hours, including days, nights, weekends, and holidays, as needed to support 24/7 operations. Strong verbal and written communication skills.

Experience Details

Experience of leading a team of represented personnel involved in providing a transactional support service in support of PPL's objectives is preferred. Must have a good working knowledge of tools and systems within designated area. Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint. Knowledge of regulatory requirements set forth by the regulatory agencies. Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area. Knowledge and Ability to learn process-oriented methodology to drive towards a culture of continuous improvement.


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