PPL Corporation

Mgr-Customer Operations

PPL Corporation • $85K — $110K *
Cumberland, RI 02864In-Person
Energy & Utilities
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree plus 6 years of supervisory experience in a customer-focused, transactional organization, or 10 years of direct supervisory experience.
  • Experience in leading a team with represented personnel in a transactional support setting.
  • Proficiency in Microsoft Office products and familiarity with call center technologies and best practices.
  • Proven history of driving high performance and accountability in a complex enterprise environment.

Responsibilities

  • Build local Call Center operations in collaboration with labor partners and key stakeholders; hire customer service representatives.
  • Monitor and analyze performance metrics to identify improvement opportunities.
  • Execute daily call center strategies, policies, and procedures effectively.
  • Motivate remote and in-office staff in a fast-paced, repetitive contact center environment.
  • Oversee diverse workforce engagement through coaching, counseling, and task compliance.
  • Manage staff performance issues, providing feedback and development opportunities.
  • Foster a positive culture to enhance employee engagement and retention.

Benefits

  • Emergency storm role commitment for restoring power and addressing service issues during crises.
  • Potential for flexible work arrangements including remote or hybrid options.
Full Job Description
Overview

This role will report to the Director, Customer Services Operations & Support and is responsible for promoting a customer-focused culture while enhancing experiences for Rhode Island Energy customers. Within the role, the manager is responsible for coordinating and leading a team of union and management employees within call center operations, while also overseeing the efforts of RIE's vendor contact center partners. This role ensures the delivery of efficient, consistent operations aligned with department, company, and regulatory requirements. This role will translate functional policy by executing and delivering procedures that drive greater efficiencies and performance for the end-to-end process within the operations. This role requires strong leadership skills to motivate and manage staff to meet performance goals and work cross functionally with multiple departments across the Rhode Island Energy that results in a positive customer experience. A Manager Customer Operations must have a deep understanding of customer service best practices and be able to implement them in a fast-paced, high transactional environment.

Responsibilities

  • Contribute to the building of local Call Center operations in RI while working with our labor partners and other key stakeholders. This includes the hiring of customer service representatives.
  • Responsible for monitoring and analyzing call center performance metrics to identify areas for improvement.
  • Daily execution of call center strategies, policies, and procedures
  • Encourage and motivate remote and in-office personnel who work in extremely repetitious, but fast paced contact center environment.
  • Oversee a culturally diverse workforce through coaching, counseling, and engagement to ensure tasks are carried in accordance to end to end process
  • Oversee performance of allocated staff including issues relating to sickness, discipline and agent performance levels and ensure timely delivery of feedback. Coach and develop staff
  • Build an engaging climate to ensure enablement, motivation, participation, and opportunities for sustained and continued employee engagement
  • Monitor all Service Level targets, Key Performance Indicators and Risk to ensure compliance. Develop actions plans when targets are not met.
  • Build and strengthen team environment, set expectations to improve work performance and ensure representatives are complying with standards set for the by our regulatory bodies
  • Promote and implement procedural best practice to ensure all working practices (and where relevant, health and safety standards) are compliant with RIE policies and regulatory requirements.
  • Use sound judgment to think and act commercially when making decisions that impact productivity and cost. (Offering overtime, off phone activities, time off requests)
  • Conduct regular performance evaluations and provide constructive feedback to call center supervisors to promote professional growth and development.
  • Build relationships and effectively collaborate with various operations teams in the development, implementation, and/or changes to business processes. Coordinate with other departments to analyze and resolve difficult problems, inquiries, and complaints. Propose new, novel solutions to prevent problems from recurring, as appropriate.
  • Manage continuous improvement to achieve goals for customer service satisfaction. Appropriately balance the needs of the customer with the requirements of the business, building awareness of customer feedback across operations teams to optimize customer satisfaction.
  • Manage call center budget and resources to ensure cost-effectiveness and efficient operations.
  • Foster a positive work culture and team environment to promote employee engagement and retention.
  • Emergency and storm role commitment; 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.
  • The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Qualifications

Qualifications
  • Bachelor's degree plus 6 years of supervisory experience within a customer centric and transactional organization desired or 10 years of direct supervisory experience.
  • Experience leading a team of represented personnel involved in providing a transactional support service in support of RIE objectives.
  • Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint) and working knowledge of call center process, technology and industry best practices.
  • Demonstrated track record of driving high performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications
  • Possesses knowledge and understanding of Rhode Island Energy's electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
  • Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.
  • Knowledge and understanding of customer systems within a regulated environment
  • Exposure to Rhode Island regulatory requirements
  • Demonstrated expertise with labor relations and management of union-represented employees
  • Proven ability to coordinate and manage vendor partnerships and third-party providers.

About PPL Corporation

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities they serve. Their utilities – Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities – provide an outstanding service experience for their customers, consistently ranking among the best in the U.S. and the U.K. Their stable earnings, secure dividend, solid management and high-quality assets represent an excellent low-risk opportunity for those looking to invest in the utility sector. For employees, the PPL family of companies offers the potential to grow in a wide range of exciting career opportunities. They are committed to providing essential energy services in extraordinary ways and they deliver. And they are a positive force in the cities and towns where they do business, providing support for programs that create jobs, donating millions to charitable organizations that improve the quality of life, and encouraging the generosity of employees who volunteer freely to help others.

PPL Corporation Careers

Join the dynamic team at PPL Corporation, a leader in the energy sector, where innovation, leadership, and professional growth are at the forefront of our operations. As one of the most respected companies in the industry, PPL Corporation offers a range of job opportunities designed to empower your career journey and foster a culture of excellence and diversity.

Work You’ll Do

At PPL Corporation, you’ll engage in meaningful work that directly impacts our customers and communities. Our team is committed to sustainable energy solutions and operational excellence, providing a platform for professionals to lead and innovate within the energy sector. Whether you’re interested in engineering, customer service, or corporate roles, PPL Corporation provides a landscape for professional and personal growth.

Explore Career Paths

We offer a variety of career paths, including full-time positions and internships for emerging talent. Our internship programs are a great way to gain hands-on experience and develop essential skills in a supportive environment. Interns at PPL Corporation work on real projects, receive mentorship from experienced leaders, and learn about the energy industry from the inside out.

Professional Development

PPL Corporation is dedicated to the continuous professional development of our team. With access to comprehensive training programs and leadership workshops, employees can expand their skills, engage in diversity training, and advance their careers. Our leadership is committed to nurturing high-potential professionals to innovate and lead in their respective fields.

Benefits and Culture

Choosing a career at PPL Corporation means more than just a job. Our employees enjoy competitive benefits, including health, retirement plans, and flexible working conditions, designed to support a healthy work-life balance. The culture at PPL Corporation is built on collaboration, respect, and inclusivity, ensuring a welcoming environment for all employees.

Join Our Team

If you’re looking to make a difference with your career, consider joining PPL Corporation. Explore our job opportunities and find a position that matches your skills and ambitions. We are continuously hiring talented individuals who are passionate about making an impact and ready to contribute to our success.

Stay Connected

Stay ahead in your career by leveraging our networking opportunities and staying connected with the latest company news. PPL Corporation values continuous learning and offers various resources to keep you informed and engaged in your professional development.

Apply Now

Ready to advance your career at PPL Corporation? Check out our current job openings, prepare your resume, and apply through our careers portal. We look forward to reviewing your application and possibly welcoming you to our team where your career growth can flourish.

PPL Corporation – Powering Your Future with Opportunities for Growth and Innovation.

Join us and be part of a team that values leadership, diversity, and professional excellence.
Learn more about PPL Corporation
Size
5,607 employees
Market Cap
$21.5 billion
Industry
Energy & Utilities
Net Income
$1.4 billion
Founded
1920
5 Year Trend
-5.1%
Revenue
$7.6 billion
NASDAQ
PPL
* Ladders Estimates

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