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Supervisor Call Center

Date: Feb 11, 2019

Location: Albuquerque, New Mexico, US, 87109

Company: TECO

Why Join New Mexico Gas Company?

Based in Albuquerque, New Mexico Gas Company manages more than $1 billion of assets, including 12,000 miles of natural gas pipeline in a service area that covers 6,501 square miles, operates in 23 of the 33 counties in the state and supplies 60 percent of the population of New Mexico.

The ability to serve our 520,000 customers is rooted in the commitment of 700 employees across New Mexico. As we grow, we’re excited to welcome new team members who are committed to our purpose, values and our approach to business. Our ever-changing company is creating exciting opportunities for our workforce and the communities where we operate.

New Mexico Gas Company is proud to be an affiliate of Emera, Inc., one of the 20 largest energy companies in North America with $29 billion in assets, more than 7,400 employees and 2.5 million customers in Canada, the United States and the Caribbean.

By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career.

Title: Supervisor Call Center
Company: New Mexico Gas Company
Location: Wyoming
State and City: New Mexico - Albuquerque
Shift: 8 Hr. X 5 Days

 

This position will be open to Internal and External applicants and will close on February 19th, 2019. 

This position pays between $60,014.00  to $75,018.00 and is based on skills, experience and education of the successful candidate.

 

Preferences

Banner experience a plus.

Previous call center experience a plus.

Previous supervisor experience a plus.

 

Call Center Supervisor

 

Supervises various critical customer service activities in a Call Center environment.  Administers regulatory, legal, community, governmental and customer interface with goal of complaint resolution, customer satisfaction, and providing quality customer service and program management.

 

PRIMARY DUTIES AND RESPONSIBILITIES (D&R)

 

Oversees staff of 15-20; provides leadership and customer service coaching to team. Meets monthly with each team member to review individual statistics. Reviews and scores calls for team member metrics.

 

Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel.

 

Interprets company policies and procedures and ensures compliance; ensures loss control guidelines are followed.

 

Directs, schedules, and provides important leadership to subordinate work groups to achieve departmental goals and objectives.

 

Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service.

 

Investigates, supports, responds to, and resolves escalated issues from customers, management, the Public Regulatory Commission, government entities, and others, via telephone and other communication channels.

 

Provides education and training regarding escalated issues and pertinent program information to employees; coordinates training with customer service and other departments.

 

 

May assist with marketing programs and coordinates daily activities that impact marketing plans.

 

SUPERVISION

Direct Supervision:       Call Center Representative, Senior Call Center Representative, and Lead Call Center Representative

 

 

RELATIONSHIPS

Key Internal:           Regulatory, Billing and Credit, Meter Reading and Collections, Operations.

Key External:          Residential and Business Customers.

 

QUALIFICATIONS

 

Education    

Required:     High School Diploma

Preferred:    Associates Degree

 

Licenses/Certifications

 

Required:     Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.

Preferred:     Experience as project coordinator, team lead, project management, formal or informal supervision of team members.

Experience

Related Experience

Required:     Minimum of three years of work experience related to the Duties & Responsibilities of this position is required. Related experience consists of: call center and/or customer service experience.

Supervisory Experience

Preferred:    One year of project coordinator, team lead, project management, formal or informal supervision of team members.

 

Preferred:    Experience as a project coordinator, team lead

 

Knowledge/Skills/Abilities (KSA)

Required:     Knowledge of customer service fundamentals. Demonstrated leadership skills.

Preferred:    Experience with Engage Manage, Workforce Management. Experience with call center metrics, terms and concepts.  

 

Leadership Competencies:

Champions Safety, Health & the Environment       Takes Ownership & Acts with Integrity

Drives Business Excellence for Customers             Builds Collaborative Relationships

Develops People and Teams                              Cultivates Innovation & Embraces Change

Thinks Strategically & Exercises Sound Judgment

 

WORKING CONDITIONS

Call center work environment. May work periodic overtime during the winter heating season.

New Mexico Gas Company (NMGC) offers a competitive Benefits package!!

  

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs and more!

  

NMGC and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our NMGC customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

New Mexico Gas Company, Inc. (NMGC) is proud to be an Equal Opportunity Employer.

  

NMGC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

  

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at NMGC will be based on skills, knowledge, qualifications and abilities.

  

ADA policy
It is the policy of NMGC to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

  

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 


Nearest Major Market: Albuquerque

Job Segment: Call Center, Pipeline, Call Center Manager, Call Center Supervisor, HVAC, Customer Service, Energy, Operations