Customer Service Supervisor

CenterPoint Energy and its predecessor companies have been in business for more than 150 years. 

Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people. 

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve. 

Job Summary:
The Contact Center Supervisor is an integral part of the Customer Service Operations business structure and is responsible for ensuring the delivery of excellent service to customers by way of ‘first point of contact’ resolution in a high call volume environment. The supervisor is responsible for the effective supervision of the Contact Center Representatives to ensure the consistent delivery of high-level service and quality product advice to customers by ensuring their staff has the necessary competencies to perform the functions of their roles. The supervisor is responsible for motivating, training, incentivizing, and evaluating contact center representatives to ensure that core job responsibilities are performed. The supervisor contributes to the efficient operation of the team in accordance with the CenterPoint Energy standard of service as well as encourages continual process improvement and facilitates cross-functional, collaborative communications with key stakeholders' groups.
    
Essential Functions: 

• Observes, coaches, and develops employee performance by clearly establishing and communicating performance expectations and standards of performance. 
• Provides leadership and strategic direction to Contact Center personnel. 
• Achieves customer satisfaction objectives through promotion of value-added services.
• Initiates strategies and develops and monitors tactical plans to improve organization and operational effectiveness and ensure customer satisfaction. 
• Analyze call quality and other channel metrics, customer satisfaction results, and workflow to develop action plans aimed at improving individual, team and overall contact center performance.
• Continually collaborate with others to identify and recommend strategies to improve upon performance results, customer satisfaction, customer valued solutions, and create/maintain a strong customer value platform through various channels, in a cost-effective manner.
• Partners with Recruiting to hire competent staff to ensure complementary team building.  
• Resolves problems with customers when supervisory representative is required or requested.
• Working knowledge of customer interfacing systems, knowledge of Business Units that interact with the Customer Service organization. 
• Assist in assessing and implementing workload plans, staffing plans and work shift schedules, which optimize the utilization of resources to meet performance goals and objectives. 
• Works as part of a cohesive team with Managers, peers, and key stakeholders to develop comprehensive plans, programs and business processes that provide support to contact center professionals and enhance operational efficiencies.
• Resolves problems with customers when supervisory representative is required or requested.
• Partners with Workforce Management to assess staffing needs and assign overtime and shift variances as needed.
• Working knowledge of CIS transactions and knowledge of Business Units that interact with Customer Service organization.  

Basic Qualifications:
Education: 
 

• Bachelor’s degree required
• Will consider relevant job-related CenterPoint Energy experience for non-degree candidates

Experience: 

• Candidates must have minimum of 5 years of applicable work experience in Customer Service. Additional experience in an environment exposing the candidate to process improvement, system development, training and/or change management is preferred.

We want you to know
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together. 
 

What we bring to you

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Job Type: Full Time 
Posting Start Date: 08/27/2025​
Posting End Date: 09/04/2025

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

#LI-CNP