America’s Premier Power Generation Company
... Creating Power for a Sustainable Future


Job Details


At Calpine, we give you the tools you need to chart your own career path in an engaging, fast-paced environment where you can learn from power industry leaders.

Whether you are a student seeking an internship that offers real-world experience, a recent graduate ready to build a rewarding career or a seasoned professional who wants to expand your horizons, Calpine provides meaningful opportunities and challenges.

Our learning and development platforms and educational reimbursement programs enable employees with initiative to explore their own potential in a dynamic and rewarding industry.

Requisition Number 22-0133
Title Call Center Supervisor
City Houston
State TX
Job Family Retail
Shift Days
Employee Type Regular
Subject to DOT Regulations No
Percent of Travel Required 0
Relocation Provided No
Location Champion Houston
Description Job Summary: (includes but is not limited to the following, other duties may be assigned):

Responsible for monitoring, organizing and coaching Customer Care Agents (CCAs) on a day-to-day basis, inclusive of providing accurate and efficient resolution of customer service issues.

Job Responsibilities:

• Supervise the daily functions of an established customer care team with responsibilities coaching, disciplinary actions, training and promoting, in accordance with company policies as well as industry laws and regulations.
• Provide customers with full resolution to issues or concerns escalated to a manager, and provide follow-up with the customer in writing when necessary.
• Correspond and coordinate with other departments, including an external call center to achieve maximum efficiency of the Customer Care Dept.
• Maintain schedules for Customer Care Team so all hours of operation are adequately staffed
• Approve adjustments when exceptions occur and enter adjustments for manager approval.
o Actively make and implement recommendations for process improvements and development of customer care.
• Handle all responsibilities assigned to CCAs when necessary and also ensure that these responsibilities are being completed in a timely and efficient manner.
• Uses comprehensive knowledge of a seasoned professional, serves as a working supervisor for the team or workgroup; day-to-day technical leadership while performing escalated or complex duties.
• Works on problems of diverse scope ranging from moderate to complex. May make recommendations on new processes, tools, and services; leads team in day-to-day implementation activities of new products, services, and techniques.
Requirements • Highly preferred bilingual - English/Spanish
• High School Diploma or Equivalent Degree Required
• 5 plus years of customer service experience and/or related experience required
• Energy industry specific experience preferred
• Former supervisory experience may be substituted for 2 to 3 years customer service
• Must have proven skills in the following areas:
o MS Office
o Communication
o Problem Solving
o Multi-tasking
o Managing tasks in a high call environment
o Customer Service
• Ability to think of creative solutions for customer service issues
• Must be willing to work on a rotating schedule
• Must be open to work and travel during emergencies and natural disasters in order to keep customer service operations running smoothly
  • Vaccination Information: Calpine requires an individual who is newly hired into this position to be vaccinated for COVID-19 within the first 28 days of employment - if not already vaccinated prior to starting employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Calpine’s HR department after a decision has been made about whether or not to make you a conditional offer of employment. Calpine does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws requiring reasonable accommodation.
  • Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
  • Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to Determination on requests for reasonable accommodation are made on case-by-case basis.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
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