Supervisor - Communication Services/Service Response - Detroit

GENERAL SUMMARY:
Under the direction of the Manager, Communication Services/Service Response Center completes a variety of duties including, but not limited to providing overall supervision of 24/7 in-house Service Response Call Center, Operator Services, and Inter-Department/U.S. Mail Services to ensure effective delivery of communication services to internal and external
customers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Supervises the activities of department personnel, includes: work scheduling, motivation, coaching, hiring, performance appraisals, disciplinary action, and all other employee related issues
* Conduct and develops departmental orientation programs and in-service training to acquaint employees with equipment, policies, procedures, etc.
* Develops and analyzes operational statistics for monitoring employee performance
* Promote customer service standards to ensure high service levels are achieved
* Develop performance and motivational goals to promote positive team work
* Provide input for system development and enhancements
* Recognize and reward staff for jobs well done
* Maintain budget accountability
* Maintain internal and external department communications
* Provides other related duties as directed.
* Running reports for Plant Operations that include critical alarm reports, regulatory reports and follow-up of critical alarms, etc.
* Follow-up on customer issues both internal and external.