Supervisor, Builders Call Line

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A  position at Xcel Energy could be just what you’re looking for.

Position Summary

Provide direction and support in the Builders Call Line operation. Manage the daily operations of a call team, handle escalated customer inquiries and issues, assist in completion of the daily work as needed, support employees, monitor performance, set goals, problem solve and implement process improvements. Responsible for team building and communications across Builders Call Line.

Essential Responsibilities

• Responsible for the daily, weekly and monthly planning, organizing, monitoring and assignment of specific tasks of employees. Provide leadership, counsel, support and developmental opportunities for the employees of the organization in order to meet operational needs as well as future needs of the organization.

• Responsible for assisting with the development and implementation of process improvements in response to industry changes or organizational needs. Oversee work of team to ensure conformance with these procedures. Responsible for the development, maintenance and training of department policies, procedures and processes. Assure quality and adherence to standards. Develop, communicate and maintain uniform and consistent departmental processes.

• Responsible for addressing and resolving escalated customer questions and inquires related to requests of design and construction services.

• Interface with Xcel Energy personnel and industry experts to identify technical services benchmarking. Establish objectives for technical excellence and standardization. Understand and document customer and business needs and make adjustments to processes and technology with key business partners to create and design the new process, organization and technology. Lead the development, documentation and implementation support of end-to-end processes that impact BCL dept.

• Monitor and evaluate individual performance. Conduct periodic performance reviews and discussions. Manage performance of work teams through clear communication of expectations, engaging team in work completion and process improvement, giving recognition, and using positive discipline. Administer bargaining unit agreement as applicable. Conduct staffing and selection process for bargaining and non-bargaining unit positions. Apply company/union protocol on grievances, disciplines and Peer Group Resolution and performance measurements.

• Responsible for planning for and managing employees training needs. Ensure technical training is identified and completed for work team. Hold team accountable for participating and applying training. Participate in the training process by establishing needs, contributing to development/design, providing on-the-job training, and ensuring training effectiveness is assessed. Assist with informational data with hired contractors to ensure process quality maintained.

• Serve as liaison between design engineering and construction management and their work team. Understand and communicate the alignment of Xcel Energy goals. Coordinate with all other company groups for the purpose of planning, establishing and maintaining the effective use of the Builders Call Line group. Participate in meetings requested or required to provide department scope, purpose, and support informative educational opportunities regarding BCL department processes with internal and external company organizations. Communicate with and establish effective working relationships with external entities and internal organizations outside normal span of control to maximize efficiency and responsiveness. Improve outer department and external customer communication.

• Ensure key financial reporting controls under Sarbanes-Oxley requirements are met. Prepare and monitor department's annual budget. Coordinate with Delivery partners if audited processes require process improvement attention. Responsible for the proper interpretation and applications of rules and regulations, both internally and externally.

Minimum Requirements

• High School graduate.

• Minimum 3-5 years experience in Construction, Design or closely related field.

• Demonstrated skills in leadership, problem solving, team building, and decision-making.

• Working knowledge of Delivery computer systems and standard PC applications.

• Must be self-motivated and results-oriented.

Preferred Requirements

• Two plus years post high school education.

• Prior call center experience.

• Operational knowledge of leading a call center team.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

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

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $73,700.00 to $104,633.00 per year

This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation.  You will not be penalized for redacting or removing this information.

Deadline to Apply: 03/25/26

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.

 

ACCESSIBILITY STATEMENT

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.