Supervisor, Customer Assistance Center - Oahu, Maui, or Hawai'i Island

Brief Posting Description The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island (Role: Professional Supervisor). Job Function Supervises and directs daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the center's practices and procedures; managing resources for maximum efficiency and productivity and enabling automation and digitalization. The scope covers all customer-facing activities including in-person, telephone, online, email, and chat interactions related to electric utility accounts, products, and services. Requires strong leadership, communication, time-management, mentoring, coaching, and development of high-performing employees; thorough understanding and functionality of CIS, IVR, PUC rules and tariffs, and the customer website and portal. Provides oversight of financial transactions: billing & collections of commodity and non-commodity accounts, credit payment arrangements, and accurate posting of financial items by support personnel. Essential Functions Leadership Collaborates with key internal business partners to identify and resolve people, process or technology issues, and provides information and data to business units. Ensures customer communications, needs and expectations are met professionally and proactively, serving as liaison to resolve issues. Develops training and development plans for direct reports. Meets or exceeds KPI and service level targets consistently. Drives results, sets expectations, prioritizes work, evaluates results, and takes corrective action with urgency. Supervises, manages, and directs employee activity to ensure high performance, efficiency, and accountability. Tracks, monitors and measures operational performance, knowledge and skill of direct reports across contact channels. People Develops business knowledge and technical skills of employees. Drives performance through effective recruitment, training, performance management, and recognition. Fosters supportive and collaborative peer relationships. Models and champions company culture dimensions. Leads meetings with direct reports and peer groups. Champions morale building among direct reports. Provides employee coaching centered on meeting goals. Process/Tools Analyzes and evaluates business data, researches best practices to design process improvements. Assesses resources and staff levels; coordinates, plans, and directs resources for service level goals. Assists in administering the department budget. Collaborates with training specialist to document workflow and procedures. Contributes to repository of standard operating procedures. Develops contingency plans for core activities. Develops and ensures standards for quality, service, policies and procedures. Identifies, responds to, and resolves service disruptions. Investigates root cause failures and resolves incidents. Partners with organization parts to resolve escalated and regulatory complaints. Participates in emergency response activities. Basic Qualifications Knowledge Requirements Working knowledge of business, management, call center, continuous improvement principles. Working knowledge of customer service, team building, motivation principles. Working knowledge of PCs and software applications. Working knowledge of accounting principles. Working knowledge of credit and collection practices and law. Working knowledge of company systems (CIS, IVR, portal). Working knowledge of state and federal laws including FCRA, FACTA, PUC rules. Working knowledge of company tariff, rate schedules, and collective bargaining agreement. Skills Requirements Effective resolution of difficult and sensitive issues with tact and judgment. Flexibility in demanding work environment and rapid priority change. Supervisory/leadership skills and ability to achieve results and measure performance. Ability to make presentations 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 respond to inquiries. Experience Requirements 3 - 5 years experience in Customer Assistance Center or similar customer service, credit operations, and/or management. Role : Professional Supervisor Number of Vacancies : 1 Location : Oahu, Maui, or Hawaii Work Hours : Schedule varies based on operational needs: 6:00 a.m. - 2:30 p.m.; 7:30 a.m. - 4:00 p.m.; 8:30 a.m. - 5:00 p.m.; or 9:30 a.m. - 6:00 p.m. Hiring Range : $89,100.00 to $113,700.00. The selected person will be placed according to skills and qualifications. Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Hawaiian Electric Companies complies with all applicable laws, including Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at View phone number on click.appcast.io. #J-18808-Ljbffr