Manager - Customer Care & Compliance

Company Summary Statement : PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing. Overview:

This role has responsibility for customer service performance supported by their assigned contact center. Focuses the team on delighting customers with exceptional service, ensuring that the right people, processes and systems are in place to handle over 2.5 million contacts a year. Ensures that PPL continues to provide best in class support to customers as well as contributing to innovation in the CX organization by acting as a thought partner and subject matter expert on all things customer service-related. Maintains the organizations ongoing relationship with regulatory commissions/authorities related to the formal and informal complaint processes.

Responsibilities:

- Leads a team of 20 to ensure efficient, high-quality customer support while maintaining high employee engagement

- Overall accountability for development and mentoring of team to provide opportunities for skills expansion and career development.

- 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.

- Develop and deliver innovative solutions to support customers and business operations.

- Administers provisions of bargaining unit labor agreement and develop effective relationships with local union management.

- Responsible for ensuring compliance with PPUC Regulations, Chapter 56 Standards and Billing Practices and Chapter 55.

- Develop programs and processes to manage complaint cases brought to regulatory authorities and develop process improvements to avoid future complaints.

- Manage professional employees and/or supervisors of large, complex support, production or operations teams.

- Responsible for ensuring uniform application of Company policies and procedures pertaining to the tariff, Standard Practices

- 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.

- Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

- May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

- 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

- Performs other duties as assigned

- Complies with all policies and standards

Qualifications:

Required Education:

Bachelor's Degree or an equivalent combination of education and experience on a year for year basis.

Required Experience:

- 5+ years Minimum of five years call center leadership experience.

- Strong oral and written communication skills, as well as a strong analytical aptitude are required

- Experience in facilitating rapid change, shifting priorities are required

- Familiarity with Customer Service Technologies such as Workforce scheduling tools, Knowledge management tools, CRM

Preferred Qualifications:

- Two years leading supervisory level teams to deliver organizational goals/targets.

- Advanced graduate degree, MBA preferred.

- Demonstrated knowledge of PPUC regulations specifically, Chapter 55, Chapter 56 and the PPL Electric Tariff.

- Familiarity with PPL Electric Utilities Accounting, Revenue and Electric Sales reporting policies and procedures.

- Demonstrated knowledge of the Customer Service System (CSS) and Customer DataMart applications.

- Familiarity with the provisions of the Labor Agreement