Supervisor/Customer Solutions Contact Center

The Supervisor/Customer Solutions Contact Center is responsible for overseeing and directing the daily activities of Customer Solutions Contact Center employees. Supervisors are responsible for hiring, developing, performance management, reviewing calls, ensuring safety, and driving quality and customer satisfaction. This position must be able to effectively coach and develop employees as well as influence positive customer sentiment.

POSITION DIMENSIONS

Reporting directly to this position are up to 15 non-exempt employees. The incumbent may be indirectly responsible for a budget of up to $1.5MM. The incumbent may also regularly exchange information with leaders in other business units as well as senior managers or government officials.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed.

A bachelor's degree in business administration, operations management, communications, or a related field; or equivalent professional experience demonstrating progressive leadership responsibility or related field from an accredited university is preferred, or prior experience working in a contact center environment, including of minimum of 3 years of people leadership, including in a Contact or Dispatch Center or highvolume customer operations environment, with a track record of coaching teams to exceed performance targets.

This position also requires the following:

Leadership & Communication
* Exceptional written and verbal communication skills with the ability to influence, motivate, and adapt messaging to diverse audiences
* Strong facilitation skills, with the ability to lead discussions, foster collaboration, and drive alignment across teams

Analytical & Operational Skills
* Demonstrated ability to interpret data, build reports and dashboards, and translate insights into actionable business improvements
* Strong organizational and planning skills, with the ability to prioritize in a fastpaced, serviceoriented environment
* Actionoriented mindset with the ability to implement feedback, drive accountability, and deliver measurable results

ESSENTIAL JOB RESPONSIBILITIES

* Lead the end-to-end talent lifecycle, including hiring, onboarding, skill development and advancement planning
* Build a high-performing team by providing proactive coaching, performance management and through recognition
* Address conduct and performance issues in partnership with Human Resources, ensuring clarity of performance expectations and consistent application of company standards
* Deliver on-going job-specific and safety training; evaluate training effectiveness and recommend needed enhancements to strengthen operational readiness
* Oversee adherence to schedules, timekeeping accuracy, and time-off planning
* Review workflows and operational processes to identify opportunities for efficiency gains, improved quality, and improved customer experience
* Partner with cross-functional teams across Southwest Gas to optimize processes, strengthen communication channels, and improve customer satisfaction
* Assist in resolving complex customer concerns, including escalations, highly sensitive issues, or commission complaints
* Utilize negotiation and de-escalation strategies to support staff and ensure resolutions align with company policy
* Lead or contribute to departmental and enterprise-wide initiatives that support service delivery, customer journeys, and operational effectiveness
* Provide guidance to staff in resolving system, application, technology, and telephony issues
* Analyze operational, customer, and performance data to produce reports, business insights, and executive-level summaries
* Participate in oncall rotations and provide afterhours escalations support, ensuring continuity of service during critical events
* Conduct consistent side-by-sides, call evaluations, and quality reviews to reinforce service standards and identify coaching opportunities
* Recommend and champion system and process enhancements, including cost-benefit and risk analyses to drive innovation, efficiency, and customer-centric outcomes
* Collaborate with internal teams to test, validate, and implement improvements to tools, platforms, and customerfacing systems
* Performs other duties as assigned
* Maintain regular, predictable attendance as an essential requirement of the role
* Performs other duties as assigned
* Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Phoenix: $75,474.00 - $109,432.00

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.