Senior Customer Operations Supervisor at PSEG in Newark, NJ

Job description

Requisition: 84362 PSEG Company: Public Service Electric & Gas Co. Salary Range: $ 93,600 - $ 148,200 Work Location Category: Hybrid We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories: • Onsite: Employees work onsite daily. • Hybrid: A blend of remote and onsite work, with at least three onsite days per week required. As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off. More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team. PSEG is not offering visa sponsorship for this position. Job Summary At this time, only current PSEG employees are being considered. The Sr. Customer Operations Supervisor is responsible for leading and developing union-represented associates in a fast-paced utility customer service environment, with a strong focus on safety, operational excellence, employee performance, and customer satisfaction. This role oversees daily workforce activities, monitors performance metrics, manages staffing priorities, and ensures compliance with company policies, business controls, and labor agreements. The position requires strong leadership, analytical, communication, and problem-solving skills to effectively coach employees, resolve operational and employee relations issues, and drive continuous improvement while supporting safe, reliable service to utility customers. Job Responsibilities 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 Co