Manager, Customer Care Center Ops Support

Description

Job Summary:

The purpose of this position is to provide leadership, employee development, direction, and motivation for multi-functional customer contact teams in support of regulated and non-regulated AGL Resources. The incumbent for this role is responsible for a high volume, fast paced, and multi-tasking environment of inbound and outbound customer contact from commercial and residential customers via telephone, online, email, social media, and chat channels in excess of 700,000 contacts annually. The incumbent is also accountable for service delivery, first call resolution (FCR), and operational efforts to support customer retention for a customer population of more than 2 million customers. The incumbent is responsible for communication and compliance with applicable strategy, policies and procedures for customer contact operations within assigned area of responsibility. Responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory and vendor relationships; meeting and measuring key performance indicators and internal and regulatory service levels. Additional responsibilities include direct management and development of five supervisory level employees; and overall responsibility for 75-100 employees.

The position provides strategic direction to balance budget targets, business success and an engaged/motivated work force. This position is also accountable for compliance with Southern Company, Regulatory and Customer Service Policies and Guidelines.

In addition to leading the team, the CCC Operations Support Manager collaborates and partners with peer leaders in the call center and other business unit leaders across organizations within Southern Company to strategically progress the results of our business to achieve common goals.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Lead Customer Service, Marketer Resolutions, Social Media, Chat, and Back Office teams in a manner as to ensure the highest level of customer satisfaction and employee effectiveness.

• Monitor and measure operational performance against established goals and metrics

• Respond to escalated customer inquiries/concerns in accordance with established service level agreements within assigned operational companies (respond to customer calls, emails, letters, social media, and chat)

• Track work volumes, direct activity, and monitor productivity; ensure adequate resources to complete assigned activities

• Lead and implement needed policy, procedure and processes to ensure consistency, continuity, efficiency and high Customer satisfaction within Customer Experience.

• Communicate and administer policy and procedure and ensures compliance within work team

• Maintain regulatory compliance (intra-company and extra-company accountability)

• Design and implement reporting of service metrics

Business Acumen:

• Develop and manage operation plan (including contingency development) for core activities within assigned area of responsibility (based on strategic objectives)

• Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations)

• Implement best practices to improve the customer experience

• Serve as subject matter expert in technology initiatives to further the vision of top quartile service

• Strong communication, analytical and problem-solving skills

• Ability to partner with a diverse group of business partners

• Analyze and interpret business data and information

• Provide collaborative support for customer experience presentations for internal and external use

Engagement:

• Cultivate a culture that is inclusive, where employees feel valued an respected for their contributions

• Good interpersonal skills; ability to work and relate to all levels of management and employees

• Accountable for staff selection, development and retention for employee groups

• Willing to support demands of a 24x7x365 operating environment

• Lead monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions

• Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes

• Lead morale building activities

• Liaison and partner with Corporate Security, Legal, and HR teams on investigations related to customer and employee safety and security

• Manage peer relationships within and outside the Customer Experience area

Driving Results:

• Accountable for employee performance management

• Create a clear vision for employee’s growth, development, and success

• Accountable for supervisor development, coaching, and mentoring

• Develop action plans for the business and operational needs of the organization

• Develop training baseline for employee group

• Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed.

• Must meet KPI and service level targets on a consistent basis

Qualifications

Education, Certifications/Licenses:

Required:

• BA/BS degree in business, economics, technology or similar fields, or equivalent work experience

Preferred:

Related Work Experience :

Required:

• 3-5 years customer care or operations experience with the utilities or similar industry
• Previous leadership experience

Preferred:

• Call Center management experience preferred.

Or

• Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

• Systems knowledge (i.e., CCB, GCMA, etc.)
• Ability to perform gap analysis.
• Presentation skills
• Customer service skills
• MS Word - intermediate proficiency
• MS Excel - intermediate proficiency
• MS Project - basic proficiency

Preferred:

Or

Equivalent academic education and work experience

Working Conditions/Physical Requirements:

Some business travel (5 – 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services. Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

Req ID: ASC2000128