Call Center Supervisor I

Call Center Supervisor I

Are you passionate about empowering, coaching, and developing employees to reach their full potential? Do you have customer service or call center experience along with knowledge of key customer service metrics? As a Call Center Supervisor, you will lead a team of Customer Service Representatives (CSRs) who deliver exceptional service through phone, chat, and in-person interactions. You will provide leadership and direction to our CSRs who are responsible for fielding inbound inquiries related to starting and stopping service; processing payment extensions; addressing billing inquiries; managing accounts; assisting property managers; resolving escalated issues; performing back-office functions; and coordinating service- and field-related transactions for our four utility services (electric, gas, water, and wastewater). Based on departmental needs, you may also support Customer Account Specialists (CAS) and Senior Customer Account Specialists (SAS), and may also oversee lobby personnel and operations.

Please note that this position requires regular onsite work. Based on business needs, team performance, and supervisor assignment, you may be eligible to work from home up to two days per week. Core working hours are Monday-Friday, 8:00 AM to 5:00 PM with schedules and operating hours subject to change based on operational demands.

What Else Will You be Doing?

• Leading, coaching, and developing a high-performing team of onsite and remote employees to achieve operational goals and deliver exceptional customer experiences
• Establishing clear performance expectations, holding employees accountable to quality, productivity, attendance, and customer service standards, and addressing performance concerns in a timely and effective manner
• Conducting regular coaching conversations, performance reviews, development planning, and recognition activities to support employee growth and engagement
• Resolving complex customer issues and successfully de-escalating challenging customer situations
• Monitoring daily operations and workforce performance to ensure service level goals and key performance metrics are achieved
• Utilizing performance data, trends, and reporting to identify opportunities for employee development and operational improvement
• Partnering with leadership to implement process, system, and technology improvements that increase efficiency and enhance customer experience
• Managing budgetary responsibilities for the team
• Guiding employees on Customer Service Center procedures, utility regulations, policies, and best practices
• Leading departmental projects and strategic initiatives
• Collaborating with a variety of stakeholders to achieve shared business objectives 

Who You Are

• Demonstrated leadership experience (preferably in a customer service, contact center, or operational environment) with the ability to develop and coach employees, build engagement, navigate difficult conversations, and inspire high levels of performance while maintaining accountability
• Committed to building a positive and collaborative team culture that drives exceptional customer service
• Strong analytical and problem-solving skills with the ability to use data and performance metrics to drive decision-making and action
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, and SharePoint)
• Knowledge of rates, Utility Rules and Regulations (URR), and tariffs is valued
• Experience with C2M and Genesys Cloud is valued

Physical Requirements and Working Conditions

Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally and all other criteria are met. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working environment.

Our Commitment to Our Employees

Our people are the heart and soul of Colorado Springs Utilities.  They keep the lights on, gas flowing, water coming in, and wastewater leaving.  We don't just say people are important – we prove it!  That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

Time Off to Recharge

• Vacation – Start with 13 days annually, increasing to 24 days with tenure
• Personal Leave –3 days per year
• Paid Holidays –12 paid holidays per year
• Sick Leave – 12 days per year for personal or family health needs
• Vacation Buy – Option to purchase up to 40 additional hours annually

Health & Wellness – Benefits elected are effective the first of the following month

• Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
• Zero Health: Access to hundreds of medical services at no cost
• Dental & Vision: Two dental plans and one vision plan
• Family Building-Benefits: Support for fertility, preservation, adoption, and surrogacy
• Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you're enrolled in a our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities
• Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses
• Health Savings Account (HSA): Available with HDHP

Financial & Retirement Security

• Pension Plan: Colorado PERA provides retirement benefits and peace of mind
• Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans
• Disability Coverage: Short-Term and Long-Term Disability insurance available
• Life Insurance: Employer-paid coverage with optional supplemental plans

Additional Support

• Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance
• Tuition Reimbursement: Up to $5,250  annually to support continued education
• Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness