Join the Clean Energy Revolution!

Become a Customer Support / Operations, Senior Supervisor at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll be a supervisor in the Customer Contact Center (CCC) within Southern California Edison’s (SCE) Customer Service Organizational Unit (CSOU). You will provide leadership and oversight to frontline employees who provide customer service to SCE’s residential and/or commercial customers, and be responsible for monitoring work performance, providing direction, call coaching, feedback, mentoring and employee development to ensure service delivery satisfaction.

A day in the life - Get ready to think big, work smart and shine bright!

• Providing coaching to internal CCC team members on areas specific to excellence in quality, including but not limited to employee performance, quality rating scores, and employee effectiveness and customer interaction techniques.
• Providing supervisory oversight and leadership of staff, processes, budget, and procedures for a Residential Customer Specialists and/or Commercial Energy Advisors including leading the execution of short and mid-term plans for operational effectiveness and improvement, and integration with the broader organization, and acting as the first line of escalated employee issues and to provide dispute resolution.
• Engaging employees by linking organizational goals to higher level corporate accountabilities while meeting corporate diversity and equal opportunity expectations.
• Focusing on and coordinating employee development and training which may or may not be limited to the scope of current job, which may include developing a plan for career advancement.
• Effectively administer appropriate disciplinary action as needed, including providing continuous feedback to build employee's knowledge and abilities to ensure optimum employee performance.
• Make decisions relating to interpretation and application of policies and procedures and resolve escalated and /or politically sensitive customer issues. Decisions may have moderate to significant impact depending on the scope of the problem or issue. Decisions are made frequently on immediate issues with limited information and / or opportunity to review.
• Building and maintaining strong working relationships with internal SCE departments/organizations and external companies, collaborating with supervisors and managers on process improvement efforts and sharing best practices.
• Maintaining safety conscious work environment by following Edison safety protocols and safe work practices. Ability to promote and support safety culture projects/initiatives.
• Working weekends, holidays and non-traditional hours to cover a 24-7 operational environment (as needed) to support CCC Operations.

The Essentials

• Four years or more experience leading, coaching, and/or developing employees in a customer interfacing environment.
• Ability to work at Customer Contact Center (CCC) location in Redlands, CA.

The Preferred

• Bachelor’s Degree or higher in Business or a related field.
• Experience in Customer Contact Center/Call Center.
• Experience supervising customer interactions, researching and analyzing contact information, and making decisions related to customer service in a customer focused environment.
• Experience supporting change to practices or processes to meet client needs.
• Experience using Microsoft Word, Excel, and PowerPoint.
• Ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction, handle risks appropriately, create and complete business plans, manage information, and provide exceptional service to internal and external customers.
• Effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
• Ability to effectively communicate and present information and/or recommendations to employees, colleagues, superiors, and senior management in a persuasive manner demonstrating strong influence and negotiation skills.

You should know…

This position’s work mode is Remote. Based on business needs, onsite work at a CCC location may be required on a routine basis. Candidates who reside more than 75 miles from office location will not be considered.

Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, and hiring process, and more!

This position requires testing, and applicants who are identified to continue through the selection process will be invited to test via email. Please access our information guides to reference test: Edison Leadership Workstyle Assessment (Test 8201). Candidates who have previously passed this assessment, in some cases, may not need to retest again for this position.

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you will have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.