Supervisor Customer Contact Center - OH Customer Contact Centers - Akron Fairlawn

FirstEnergy at a Glance 

 
We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger. 
  

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts. 

 

About the Opportunity

This is an open position with First Energy Service Company, a subsidiary of FirstEnergy Corp.

Location – Akron, OH

This position is responsible for supervising staff for the Customer Contact Center, overseeing both on and off-phone activities to support all operating companies of FirstEnergy Utilities.

Supervises a team of CSRs who handle inbound phone calls in accordance with the respective state regulations. Will also coordinate work efforts with the Reading, Fairmont, Akron Care centers and the staff of the Workforce Management team. The incumbent will be responsible for meeting team performance objectives related to customer satisfaction, state service levels, calls per hour, total resolution rate, quality, and schedule adherence. 

This is an office-based role within our Ohio contact center. The role requires working on site. Strong leadership skills will be required to ensure effective management of teams to meet performance goals. 

Responsibilities include:

• Promoting safety conscious work environment and ensuring work areas are free of safety hazards.
• Promoting a diverse, inclusive, and collaborative work environment by encouraging open, honest, direct, and ongoing conversations among all team members. 
• Monitoring the consistent application of company policies, practices, and procedures and making decisions guided by policies and procedures. 
• Reviewing daily and monthly reports to analyze operational performance. 
• Leading with integrity by acting ethically with honesty, humility, and accountability. 
• Discussing and documenting performance results and development goals with employees.  
• Timely handling of, and professional response to, complex and technical customer inquiries. 
• Must be able to maintain confidentiality, work independently and/or in teams, and demonstrate strong decision-making capabilities.
• Monitoring team performance daily. 
• Providing coaching sessions for employee development, to ensure employee success and increase employee engagement. 
• Handling escalated complaints from customers, commissions, customer experience teams, external affairs, and FE utilities departments.  
• Identifying opportunities for process improvements and providing suggestions to reduce costs, increase customer satisfaction and reduce customer complaints. 
• Maintaining up to date knowledge of company policies and procedures to support customers and employees. 
• The position is considered on-call and therefore must be available to work hours that will include weekends, holidays and extended workdays as needed to support storm events, emergencies, and/or heavy call volumes.
• Addressing employee issues timely and addressing employee performance and behavioral opportunities. 
• Bachelor’s degree preferred.
• In lieu of a degree, a minimum of 2 years or more experience in a supervisor/lead role in a similar work environment. Relevant work experience also includes strong customer service skills, ability to coach, give honest and direct feedback, and motivate others while working as part of a collaborative team. 
• Must have knowledge and experience in applying Care Center policies and procedures.
• Excellent verbal and written communication skills, strong people skills, ability to multi-task, problem solving, planning and organizational skills are required. 
• Working knowledge of CRM, as well as other related systems. 
• Proficient in the use of Microsoft applications (Excel, Word, Access.)  
• Must have the ability to travel to other locations and stay overnight as necessary. 

 

Qualifications include:

Benefits, Compensation & Workforce Diversity 
 
At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a compa