Senior Customer Operations Supervisor

Title: Senior Customer Operations Supervisor (Backoffice Collections)

Location: Newark United States

Hybrid
Requisition: 83801

Job Description:

Salary Range: $ 93,600 - $ 148,200

Work Location Category: Hybrid Fixed

We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company - along with a supportive, friendly work environment where your contributions are valued.

We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role.

In support of this model, roles have been categorized into one of three work location categories:

1. Onsite - roles where employees are expected to be onsite daily.

2. Hybrid fixed - roles that are a mix of remote work and onsite work fixed days each week

3. Hybrid flexible - roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

At this time, only current PSEG employees are being considered.

This supervisory position resides in the Collections Process within the Backoffice portfolio. The role leads unionized associates to achieve daily performance targets and departmental goals. It oversees Backoffice Collections workflows and sub portfolios, monitors individual results, and provides coaching to drive strong performance, technical competence, safe work behaviors, and balanced customer satisfaction. The supervisor plays a key role in analyzing operational data and results, implementing process improvements, coordinating staffing needs, and ensuring compliance with business controls and company and regulatory policies. Success in this position requires strong customer focus, leadership, teamwork, effective communication, solid analytical skills, and the ability to manage shifting operational priorities.

Job Responsibilities

• Job Responsibilities include but are not limited to the following:
• 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. Play a leadership role in the development, recommendation and implementation of new procedures and process improvements.

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, function and shift of this supervisory role can vary depending on operational needs.

Job Specific Qualifications

• BA/BS degree preferably in Business and a minimum of 5 years customer service/ collection/ meter-to-cash/ portfolio management utility experience.
• In lieu of a degree, a minimum of 10 years of experience of collections, meter-to-cash operations, and/or portfolio management.
• 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
• Experience with 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 analytical, verbal, written and presentation communication skills. Strategic thinking, and excellent interpersonal skills. Strong analytical, strategic thinking, and interpersonal skills.
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Strong computer skills, specifically in Microsoft Excel, Outlook, PowerPoint, Word, SAP CCSGeneral knowledge of Bargaining Agreement.
• Must possess and maintain a valid US driver's license and a safe and satisfactory driving history.
• Compliance with the Department of Energy's regulation 10 CFR 810 is required.

Desired:

• Experience working with union associates and grievance process.
• Experience in collections & portfolio management.
• Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related

Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

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.

If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.

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.

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Nearest Major Market: Newark

Nearest Secondary Market: New York City

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