Telephone Center Supervisor

at  Entergy Corporation

JOB SUMMARY

Supervise daily activities of assigned agents (phone agents and/or specialty desk), managing performance against goals, reviewing key agent statistics and taking appropriate action to improve performance (coaching, teaching, rewards and discipline).

MINIMUM EDUCATION AND EXPERIENCE REQUIRED OF THE POSITION

Bachelor’s Degree in a technical or business-related field and 5 years customer service experience required. In lieu of degree, 9+ years’ customer service experience required.
Previous supervisory experience in Customer Service environment preferred.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED OF THE POSITION

Must have a good understanding of utility operations and service standards. Must be willing to work a flexible schedule. Knowledge of phone center systems and processes, good communication skills, ability to coordinate and manage multiple tasks and group activities, good problem solving and decision-making skills and strong interpersonal skills with demonstrated leadership abilities.

• Manage agents through hands on supervision, answering questions, giving direction, providing feedback and motivation. Communicate new or changed policies and procedures to agents. Identify agent training and development needs. Document and evaluate individual agent performance. Conduct performance appraisals, evaluate, and recommend employees for merit increases and/or promotions. Participate, support and/or apply appropriate disciplinary actions according to company policy.
• Handle escalated calls, working directly with internal and external customers
• Complete administrative task involving agents, i.e., schedules, time sheets, vacation, etc.
• Ensure company’s compliance with governmental laws and/or regulatory agency rules.
• Coordinate; be available and give support during service restoration efforts. Proactively support overall phone center objectives as part of the leadership team.
• Participate in late duty and weekend rotation schedule with other supervisors.