Supervisor, Utilities

The Supv, Utilities is responsible for leading and managing a team of professionals focused on delivering high-quality utility management services. This role oversees the performance and development of team members, ensuring alignment with departmental objectives and company-wide goals. The position is responsible for day-to-day supervision, coaching, and issue resolution, and plays a critical role in maintaining workflow efficiency, meeting KPIs, and providing an exceptional customer experience.

Responsibilities

• Manage team performance by setting expectations, coaching team members, and providing performance feedback aligned with company goals.

• Participate in all aspects of the employee lifecycle including recruiting, onboarding, development, and corrective action when necessary.

• Monitor team workload and ensure daily tasks align with department goals and client expectations.

• Serve as the primary escalation point for customer issues related to service quality or team interactions.

• Maintain a high level of product and system knowledge to support team effectiveness and identify opportunities for process improvement.

• Collaborate with cross-functional teams such as Product, Development, and Customer Success to resolve internal inefficiencies and enhance service delivery.

• Develop and maintain internal documentation, workflows, and training materials to support operational excellence.

Essential Functions

• Supervise and manage a team to ensure service level objectives and quality standards are met.

• Resolve client escalations and collaborate with internal stakeholders to ensure timely and effective solutions.

• Maintain expert knowledge of internal systems, processes, and products to support team operations.

• Monitor and manage team performance metrics and KPIs to drive results.

• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

• Maintain professional interaction with internal and external stakeholders

• Ability to work in a fast-paced and high-stress environment

Minimum Qualifications

• Strong leadership and accountability with the ability to develop and coach team members.

• Excellent written and verbal communication skills with the ability to manage sensitive client and team situations.

• Proficient problem-solving skills and attention to detail in a fast-paced environment.

• Ability to evaluate and improve internal processes to enhance operational efficiency.

• Organizational skills to manage competing priorities and team oversight responsibilities.

• Proficiency in Microsoft Excel, Google Suite, and other standard office software.

Education and Experience Requirements

• 1–3 years of experience supervising or leading teams in a professional environment.

• Experience in utility billing or property management preferred.

• Basic understanding of utility provider billing, accounting principles, and industry best practices.

AI & Operational Fluency

• AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

• Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

• Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

• Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.