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**Job Title:** Telephone Center Supervisor

**Work Place Flexibility:** Onsite

**Legal Entity:** Entergy Services, Inc.-ESI (OLD)

Job Summary

Supervise daily activities of assigned agents (phone agents and/or specialty desk), managing performance against goals, reviewing key agent statistics and taking appropriate action to improve performance (coaching, teaching, rewards and discipline).

Job Duties/Responsibilities

+ Manage agents through hands on supervision, answering questions, giving direction, providing feedback and motivation. Communicate new or changed policies and procedures to agents. Identify agent training and development needs. Document and evaluate individual agent performance. Conduct performance appraisals, evaluate, and recommend employees for merit increases and/or promotions. Participate, support and/or apply appropriate disciplinary actions according to company policy.

+ Handle escalated calls, working directly with internal and external customers

+ Complete administrative task involving agents, i.e., schedules, time sheets, vacation, etc.

+ Ensure company's compliance with governmental laws and/or regulatory agency rules.

+ Coordinate; be available and give support during service restoration efforts. Proactively support overall phone center objectives as part of the leadership team.

+ Participate in late duty and weekend rotation schedule with other supervisors.

MINIMUM REQUIREMENTS:

Minimum education and experience required of the position

Bachelor's Degree in a technical or business-related field and 5 years customer service experience required. In lieu of degree, 9+ years’ customer service experience required.

Previous supervisory experience in Customer Service environment preferred.

Minimum knowledge, skills and abilities required of the position

Must have a good understanding of utility operations and service standards. Must be willing to work a flexible schedule. Knowledge of phone center systems and processes, good communication skills, ability to coordinate and manage multiple tasks and group activities, good problem solving and decision-making skills and strong interpersonal skills with demonstrated leadership abilities.

\#LI-LB1

Primary Location:** **Louisiana** **-** **West Monroe Louisiana : West Monroe

Job Function** **:** **Professional

FLSA Status** **:** **Professional

Relocation Option:** **No Relocation Offered

Union description/code** **:** **NON BARGAINING UNIT

Number of Openings** **:** **1

Req ID:** **120998

Travel Percentage** **:** **Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en\_US) to view the EEO page, or see statements below.

**EEO Statement:** The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

**Accessibility:** Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click **here ([email protected]?subject=Accessibility)** and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

**Additional Responsibilities:** As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact [email protected] to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

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