Senior Customer Operations Supervisor (Billing Operations)

Senior Customer Operations Supervisor (Billing Operations)

The Sr. Customer Operations Supervisor is responsible for leading and developing union-represented associates in a fast-paced utility customer service environment, with a strong focus on safety, operational excellence, employee performance, and customer satisfaction. This role oversees daily workforce activities, monitors performance metrics, manages staffing priorities, and ensures compliance with company policies, business controls, and labor agreements. The position requires strong leadership, analytical, communication, and problem-solving skills to effectively coach employees, resolve operational and employee relations issues, and drive continuous improvement while supporting safe, reliable service to utility customers.

Job Responsibilities

• Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance.
• Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance.
• Set priorities for the team to ensure effective workload management.
• Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence.
• With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
• Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
• Supervise and lead by initiating, guiding, supporting and motivating associates.
• Organize and lead team meetings.
• Plan and organize activities/projects.
• Analyze data to assess business performance and adjust local procedures as appropriate.
• Maintain staff levels/requirements to best meet business needs.
• Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication.
• Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.

Location and shift of supervisory roles can vary depending on operational needs.

Job Specific Qualifications

• BA/BS degree preferably in Business and a minimum of 5 years of work experience In lieu of a degree, a minimum of 10 years of work experience or meter reading operations
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees
• Ability to lead, develop and motivate high performing teams while fostering an inclusive work environment, respecting all aspects of diversity.
• Experience managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to effectively interact with Management, colleagues and customers
• Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word
• General knowledge of SAP, CCS and UWUA Bargaining Agreement
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Must possess and maintain a valid US driver's license and a safe and satisfactory driving history
• Provide leadership coverage during major weather events and planned/unplanned outages, supporting overall center performance, maintaining adequate staffing, and providing in office support for the duration of the event
• Department of Energy's regulation 10 CFR 810 is required

Desired Experience

• working with union associates and grievance process
• Experience in meter reading operations.
• Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls
• Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel
• Technical and analytical/problem-solving expertise
• Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations
• Strong verbal and written communication skills
• Able to work independently; prioritize work; meet deadlines and targets
• Demonstrated ability to effectively interact with management, colleagues and customers

As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call View phone number on click.appcast.io or email View email address on click.appcast.io. If you need to request a reasonable accommodation to perform the essential functions of the job, email View email address on click.appcast.io. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.