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Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service.
Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.
Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees.
We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!
Position Summary :
The Contact Center Supervisor is responsible for managing and overseeing a team of call center representatives, ensuring that they meet our high standards of customer service.
This includes training and developing new team members, as well as identifying and implementing process improvements.
Location : Hybrid, downtown Pittsburgh, PA
Responsibilities
Supervise the daily work of the Call Center agents including quality assurance, productivity, and other relevant business drivers.
Assure that transactions are handled promptly and effectively based on customer needs and expectations
Education / Experience :
Skills :
Must possess a positive attitude and strong values that fit with the Company's core values :
Physical Requirements :
Scope :
Primary focus is on day-to-day management of operational execution for areas managed. Trains and develops staff and plans the workflow.
Leads workflow changes and implementations for direct team. Directs available resources to accomplish process improvement.
Decision Impact :
Problems and issues are undefined and may require detailed info gathering, analysis, and investigation to understand / resolve.
Makes decisions that address workflow issues considering immediate impact on own function or work unit.
Hybrid Work
Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely.
Reporting location and frequency may be subject to change based on job role and department needs.
Storm Roles
All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company.
Examples of storm roles could include but aren't limited to duties such as : working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.
Data Governance
Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.
Disclaimer :
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
EQUAL OPPORTUNITY EMPLOYER
Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation.
This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment.
An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.
Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities.
Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.
com and describe the specific accommodation requested for a disability-related limitation.
Last updated : 2024-05-29
Full Time
Utilities
$64k-88k (estimate)
05/22/2024
06/01/2024
duquesnelight.com
MCKEESPORT, PA
500 - 1,000
1880
Private
$500M - $1B
Utilities
DLC is a Pennsylvania-based utility company that generates, transmits, and distributes electricity to residential, commercial, and industrial sectors.
The job skills required for Supervisor contact center include Call Center, etc. Having related job skills and expertise will give you an advantage when applying to be a Supervisor contact center. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Supervisor contact center. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Supervisor contact center positions, which can be used as a reference in future career path planning. As a Supervisor contact center, it can be promoted into senior positions as a Customer Information Center Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Supervisor contact center. You can explore the career advancement for a Supervisor contact center below and select your interested title to get hiring information.