Job Summary

The primary purpose of this position is to supervise the daily operations of a staff of MAST and/or bargaining unit employees tasked with delivering a variety of technical support aimed to enable the successful operation of Call Center training, while integrating business processes with the skills and knowledge required for affected employees to effectively and efficiently perform their job duties.
This position is also responsible for leading the work of the trainers and analysts in the maintenance of work systems, procedures, and policies that enable and encourage the optimum performance of its personnel and other resources within the Call Center and other Customer Operations departments. 
This position requires a thorough working knowledge of various customer-facing processes and procedures associated with metering, billing, and collections and the associated computer systems and software, including Command Center, CAS, OMS, CXone NICE platform, etc. 
Direct responsibilities span multiple disciplines and include the development of technical requirements and programs to support the maintenance and troubleshooting of Call Center training in support of all organizations within the company.  

Job Responsibilities

• Deliver initial training and refresher classes to business support personnel, including the Call Center and other Customer Operations departments (i.e., Back Office Billing, Customer Office, etc.).  
• Collaborate with Workforce Management and other departments to schedule trainings and written assessments to Call Center representatives and those listed above.
• Supervise staff of MAST and/or bargaining unit employees tasked with delivering a variety of physical support services that enable the successful operation of the Customer Operations Organization, namely the Call Center.  
• Provide coaching and guidance to newly hired and experienced call center representatives, in addition to SMEs and adjunct trainers, on both current and emerging topics.
• Analyze performance needs and identifies gaps to the Manager as a way to improve individual, team, and organizational performance.
• Research and stay current on training products and methods in accordance with adult learning principles, industry best practices, and trends.
• Collaborate with learning management systems by granting access to learners and administrators, uploading and maintaining course materials, running reports and metrics, creating user documentations, and troubleshooting learner challenges.
• Work with members of HR and other department Supervisors and Managers for customer representative progression to next classification level as applicable. 
• Review, develop, and standardize process and training content to supplement existing documentation library, including but not limited to, OMS/Electric Service, Basic Billing, Collections, Advanced Billing, etc.
• Collaborate with the System and Change Implementation Technology Group to test new software and develop training documentation. 

Job Specific Qualifications

Required

• Bachelor Degree in Business or related field with a minimum of five years of experience in a related industry 
• Strong supervisory skills with ability to drive a technical workforce
• Demonstrates supervisory competencies with the ability to oversee a MAST and/or bargaining unit staff workforce 
• Strong working knowledge of call center software
• Working knowledge of billing, collection, and other customer-facing inquiries   
• Strong written and communication skills with experience in writing plans, procedures, and designing/delivering training presentations
• Ability to effectively communicate and interact with employees at all levels in the organization
• Good networking skills with demonstrated ability to interact with equipment manufacturers and vendors
• Strong analytical capabilities with experience reviewing existing work procedures to establish methodologies to enhance safety
• Knowledge of union rules/contracts and ability to effectively interact with union leadership
• Abillity to travel to various work locations

Desired

• M.S. Degree in Business or Computer Science 
• Thorough knowledge of metering protocols and current billing practices
• Working knowledge of Command Center, MIMS (Meter Inventory Management System), CAS Billing systems, ARIBA, SAP, and meter application software.  
• Lean Six Sigma (LSS) continuous improvement certification
• Knowledge of ANSI Standards
• Detailed knowledge of all rules and hands on practice associated with meter installation and testing applications

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.