Entergy Corporation is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, including 8,000 megawatts of nuclear power. Entergy delivers electricity to 2.9 million utility customers in Arkansas, Louisiana, Mississippi and Texas. Tracing its history to 1913 and headquartered in New Orleans, Louisiana, Entergy has annual revenues of $11 billion and more than 13,000 employees.

The company’s utility business provides electric retail and wholesale power to customers in four states through five utility operating companies:

• Entergy Arkansas, LLC
• Entergy Louisiana, LLC
• Entergy Mississippi, LLC
• Entergy New Orleans, LLC
• Entergy Texas, Inc.

Entergy also delivers natural gas services to 200,000 customers in New Orleans and parts of Baton Rouge, Louisiana. Entergy is winding down its wholesale generation business, which provides power to wholesale customers primarily from our two remaining nuclear facilities located in the northern United States.

The electric utility industry is rapidly changing, and Entergy is entering an exciting period of growth as we prepare for the future. We are building the premier utility, a utility that delivers sustainable value to all its stakeholders – our customers, employees, communities and owners – as measured by strong net promoter scores, high levels of service, superior and affordable products and services, highly skilled and engaged employees, and industry-leading financial performance. We are focusing our sights on three key priorities — customer centricity, continuous improvement, and creating a culture of belonging for our employees. Join us as we take the next step on our journey to building the premier utility.

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

Total Rewards for Prospective Employees