Supervisor, Customer Assistance Center (Outage & Emergency Response) - Oahu, Maui, or Hawai'i Island

Supervisor, Customer Assistance Center (Outage & Emergency Response)

This position may be filled on Oahu, Maui, or Hawaii Island (Role: Professional Supervisor). This position will provide evening shift leadership for inbound outage and emergency call operations.

Job Function:

• Leadership: Supervises and directs the daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the customer care & support center's practices and procedures; managing resources to maximize efficiency and productivity and utilizing techniques to enable automation and digitalization.
• People: Develops the business knowledge and technical skills of employees necessary to succeed in their jobs. Is accountable for employee performance management, development and coaching. Drives performance and accomplishes results through effective recruitment and selection, training and development, performance management/coaching/correction and rewards and recognition.
• Process/Tools: Analyzes and evaluates business data and information, researches best practices to design and develop process improvements to improve productivity and efficiency and ensure an exceptional customer experience. Assesses resources and staff levels; coordinates, plans, and directs resources for appropriate service level goals. Utilizes techniques for forecasting, monitoring, reporting and communicating performance measurements, metric and performance plans; analyzes reports to identify trends; interprets historic statistical data to determine future needs for resource allocations.

Basic Qualifications:

• Knowledge Requirements: Working knowledge of business, management, call center, and continuous improvement principles. Working knowledge of customer service, team building, and team motivation principles and practices. Working knowledge of personal computers and/or mainframe systems and related software applications such as spreadsheets, word processing, etc. Working knowledge of the principles of accounting normally acquired through college level accounting course or equivalent experience. Working knowledge of basic credit and collection practices and law. Working knowledge of various Company systems (CIS, IVR, customer website and portal, etc). Working knowledge of state & federal laws including FCRA, FACTA, Company's code of conduct and privacy program, as well as PUC rules and tariffs relating to electric utility services. Working knowledge of Company's tariff, rate schedules, and collective bargaining agreement.
• Skills Requirements: Demonstrated ability to effectively resolve difficult and/or sensitive issues/information with tact, courtesy, and good judgement. Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities. Supervisory/leadership skills and demonstrated ability to achieve results, measure performance, build and maintain effective management and performance systems, and manage a high performance team. Demonstrated ability to make presentations, conduct group meetings 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 effectively respond to bill inquiries.
• Experience Requirements: 3 - 5 years experience in the Customer Assistance Center or similar work experience in customer service, customer relations, credit operations, and/or management.

Work Hours: Wednesday - Sunday, 2:00 p.m. - 10:00 p.m.; Days off: Monday & Tuesday

Hiring Range: $89,100.00 to $113,700.00

About Hawaiian Electric Companies: Hawaiian Electric Companies provide electricity and services to 95 percent of the state's 1.4 million residents. The company is also one of the state's leading employers and a major contributor and supporter of community and educational programs. The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come.