Manager - Customer Care & Compliance

Description

• If applicable, in-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
• Develop and deliver innovative solutions to support customers and business operations.
• Responsible for ensuring compliance with PPUC Regulations, Chapter 56 Standards and Billing Practices and Chapter 55.
• Responsible for ensuring uniform application of Company policies and procedures pertaining to the tariff, Standard Practices
• Leads a team of 20 to ensure efficient, high-quality customer support while maintaining high employee engagement
• Facilitates a culture of open and honest two-way communication ensuring key messages are cascaded.
• Champions customers’ needs and using data to drive decisions on behalf of customers.
• Manage professional employees and/or supervisors of large, complex support, production or operations teams.
• Administers provisions of bargaining unit labor agreement and develop effective relationships with local union management.
• Complies with all policies and standards
• Overall accountability for development and mentoring of team to provide opportunities for skills expansion and career development.
• Develop programs and processes to manage complaint cases brought to regulatory authorities and develop process improvements to avoid future complaints.

Requirements

• Experience in facilitating rapid change, shifting priorities are required
• Familiarity with the provisions of the Labor Agreement
• Strong oral and written communication skills, as well as a strong analytical aptitude are required
• Familiarity with PPL Electric Utilities Accounting, Revenue and Electric Sales reporting policies and procedures.
• Two years leading supervisory level teams to deliver organizational goals/targets.
• Demonstrated knowledge of PPUC regulations specifically, Chapter 55, Chapter 56 and the PPL Electric Tariff.
• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
• Familiarity with Customer Service Technologies such as Workforce scheduling tools, Knowledge management tools, CRM
• Advanced graduate degree, MBA preferred.
• 5+ years Minimum of five years call center leadership experience.
• Demonstrated knowledge of the Customer Service System (CSS) and Customer DataMart applications.
• All positions in which driving is an essential function of the job, regardless of if the job code is marked safety sensitive or not, will also be included as safety sensitive

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance