Senior Customer Operations Supervisor

Requisition:  81513

PSEG Company:  Public Service Electric & Gas Co.

Salary Range: $ 88,400 - $ 140,000

Work Location Category: Hybrid Fixed

 

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

Job Responsibilities

Job Responsibilities include but are not limited to the following:

• Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance. 
• Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance. 
• Set priorities for the team to ensure effective workload management. 
• Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence. 
• With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan. 
• Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets. 
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders. 
• Supervise and lead by initiating, guiding, supporting and motivating associates. 
• Organize and lead team meetings. Plan and organize activities/projects.
• Analyze data to assess business performance and adjust local procedures as appropriate. 
• Maintain staff levels/requirements to best meet business needs. 
• Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication. 
• Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls. 
• Location and shift of supervisory roles can vary depending on operational needs.

 

Job Specific Qualifications

Required:

• Bachelor's degree (preferably in Business) and a minimum of 5 years' customer service utility experience. 
• In lieu of a degree, a minimum of 10 years of exper