Supervisor II, Customer Experience

Memphis Light, Gas and Water Div.

Memphis, TN

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Billing, Call Centers, Coaching, Cross-Functional, Customer Experience, Customer Relations, Customer/Client Research, Leadership, Mentoring, Metrics, Operations, Operations Management, People Management, Performance Metrics, Problem Solving Skills, Process Improvement, Psychology, Reporting Dashboards, Service Delivery, Staff Development, Workforce Management

LOCATION

Memphis, TN

POSTED

3 days ago

Supervisor II, Customer Experience will provide leadership and operational oversight across critical customer-facing operations at MLGW. This position sets the tone for excellence by developing people, improving processes, solving systemic issues, and ensuring day-to-day operations are conducted with urgency, clarity, and accountability within the Customer Experience & Energy Services Business Unit — Residential and Business Care Centers, Customer Advocacy, Billing Services, Service Dispatch, Credit & Community Offices, and Credit Operations and Workforce Management. Supervisor II serves as a trusted operational leader, empowering frontline teams, supervising complexity, and bringing MLGW’s Customer Experience modernization vision to life through visible, lasting improvements that both strengthen employee engagement and elevate the Customer experience.ESSENTIAL DUTIES Directly oversee Supervisor I positions and/or larger frontline teams across multiple functions within Customer Experience. Set expectations, model leadership behaviors, and ensure consistent execution of MLGW standards. Oversee complex, high-volume operations across areas such as Call Centers, Billing & Payment Services, Service Dispatch, Meter to Cash, and Credit & Community Offices. Use metrics and dashboards to improve outcomes, reduce inefficiencies, and deliver reliable service. Build high-performing teams by fostering a culture of trust, psychological safety, collaboration, and performance. Provide coaching, feedback, and direction that promotes shared purpose and results. Resolve escalated issues with a systemic lens, ensuring root causes are addressed. Provide guidance in high-pressure situations with calm, confident decision-making. Translate MLGW’s Customer Experience modernization strategy into daily operations. Align teams around goals, support adoption of new technologies and processes. Ensure successful adoption, measurable outcomes, and sustained improvements. Support employee development by mentoring Supervisor I team members, facilitating training, and addressing morale, performance, or engagement challenges proactively. Leverage KPIs, workforce metrics, and customer feedback to drive improvements. Identify patterns, anticipate risks, and course-correct. Serve as a connective leader between frontline operations and other departments. Ensure handoffs are smooth, customers experience consistency, and organizational silos are broken down. Perform other duties as assigned.

About the Company

Memphis Light, Gas and Water Div.

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