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Field Resource Center (FRC) Supervisor

Location: Fayetteville, AR, United States
Job ID: 34271
Date Posted: Jun 29, 2022
Salary: $71550 to $107400 annually

Job Description

Job Specifications

Provide leadership and direction for a team of Exception Specialists (ES) and Field Resource Associates (FRA) within a contact center and dispatching environment. Provide support and feedback for the team of ES’s and FRA’s responding to customer and field technician contacts via a variety of communication methods.  Responsible for assessing ES’s and FRA’s work, provide effective and relevant coaching and employee development and counseling, to optimize performance. 

SALARY RANGE:   $71,550 - $107,400 (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP:   Manager, Field Resources Center

LOCATION:   Fayetteville, Arkansas

  • A comprehensive relocation package is offered for this position! Details about this package will be shared during the interview and offer process.

ESSENTIAL JOB FUNCTIONS:

  • Provide leadership, direction, and supervision for the day-to-day activities of the FRC team, including coaching, mentoring, development, and performance management 
  • Work effectively with fellow supervisors within the FRC, Contact Center, and Field Operations to achieve the organization’s common goals and objectives.
  • Measure performance applying key metrics such as quality evaluations, availability reports, response times, etc.
  • Identify and assist with resolving problems related to scheduling of workload and resource availability
  • Keep management informed of issues and problems.
  • Facilitate effective resolution of customer complaints and issues through collaborative problem solving with local management.
  • Assist the Manager in planning, organizing, directing and participating in the activities related to FRC process management, goals achievement, and customer relations.
  • Maintain current knowledge on laws, regulations, Company policies, and common practices in support of contact center and field operations to better serve our customers. 
  • Oversee proper staffing and adjustment of schedules to accommodate customer calls during business hours, after hours and holidays. 

ADDITIONAL RESPONSIBILITIES:

  • Champion a positive work environment that adds to the organization’s ability to deliver superior service to internal and external customers 
  • Willingness and ability to provide management in an extended hours’ environment potentially providing 7x24 operations
  • Participate in continuous improvement efforts within the overall organization to streamline efficiencies 

QUALIFICATIONS:

  • A minimum of three (3) years of customer service, contact center, or dispatch function experience required.  
  • Bachelor’s degree in a related area or equivalent combination of education and experience is required.

KNOWLEDGE/SKILLS/ABILITIES:

  • Broad understanding of utility company operations 
  • Strong interpersonal and communication skills, ability to lead, motivate, and establish and maintain strong working relationships. 
  • Experience building a team and providing effective leadership in a team environment. 
  • Ability to recommend and implement process and delivery technique improvements.
  • Demonstrated ability to influence positive outcomes during any type of interaction. 
  • Possess strong business acquity and savvy.
  • Analytical, efficient, and thorough. 
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. 
  • Proficient computer skills.
  • This position is responsible for supervision of employees working night and weekend shifts and will be required to work non-traditional hours.

MENTAL/PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
The mental and physical descriptions are representative of the activities an employee in an office job performs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental description: Understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee continuously accesses, inputs, and retrieves electronic information and communicates regarding the information. Employee frequently moves about the office space. Employee may occasionally climb, kneel, push, pull and reach. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable and timely attendance.

Specific lifting abilities required by this job include sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or continuously to lift, carry, push, pull or sitting most of the time. Jobs are sedentary if moving about is only occasionally and all other sedentary criteria are met.

Work environment: Routinely perform work indoors in climate-controlled shared work area with moderate noise level. Willing to travel occasionally (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must have proper licensing to operate a motor vehicle.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.


About our Company: We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package!  Annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check. 

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.

Wage: 71550 to 107400
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Fayetteville, Arkansas
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Field Resource Center (FRC) Supervisor

Fayetteville, AR, United States