OverviewAs a Subject Matter Expert (SME) in all aspects of project processing, the Operations (Ops) Supervisor will oversee and manage program pipeline and inquiries and will serve as main POC/liaison between the program management and internal project teams. The Operations Supervisor is responsible for program tracking towards goal, weekly/monthly/annual reporting of program production, collecting, writing, and updating program documentation, call center staffing and management, and advising on proper utilization of both internal and external program resources.
The Ops Supervisor will provide day-to-day supervision of the Operations staff and will be the responsible for developing and monitoring Key Performance Indicators (KPIs) for the Ops team. The Ops Supervisor will assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals/objectives. The Ops Supervisor will ensure projects in the pipeline are thoroughly analyzed and conduct quality assurance reviews of projects. Must possess a can-do attitude and be willing to wear multiple hats
Responsibilities- Coordinate with internal and external stakeholders to ensure program meets monthly targets.
- Validate projects have met program requirements and conduct QA review of projects.
- Update all manuals, guidelines, FAQs, internal and external documents.
- Lead and supervise direct reports, overseeing time management, KPI performance, productivity, and quality of work to ensure team goals are met.
- Coordinate with management team to ensure program documents are up to date.
- Review and analyze pipeline data/reporting.
- Track, investigate and resolve customer and Trade Ally escalations.
- In depth understanding of all aspects of project processing and knowledge of savings methodologies.
- Cross team and management collaboration to ensure best practices.
- Provide feedback and manage continuous improvement initiatives.
- Demonstrated team player comfortable working in a fast paced and dynamic environment.
- Understanding of pipeline management and resource allocation.
- Professional presence with desire to improve processes and exceed program savings goals.
- Experience providing a quality assurance review of projects.
- Understand all aspects of PSE&G New Jersey programs, including but not limited to Outreach initiatives, participation guidelines, approved measures and incentive levels.
- Regularly contribute to the development of new concepts, techniques, and standards.
- Develop solutions to complex problems which require the regular use of ingenuity and innovation. Ensure solutions are consistent with organization objectives.
- Participate in and deliver internal and external trainings.
- Develop necessary team and program management tools for monitoring project progress/performance for proactive intervention and issue resolution.
- Ability to present program details to team members for the purposes of recruitment, training, and communicating participation requirements.
- Utilize appropriate version control and approval process to update program guides and supporting material.
Qualifications- Bachelor's degree from an accredited college in a related discipline, or equivalent experience/combined education, with up to 5 years of professional experience. Considered an emerging leader.
- Eligibility to work in the United States.
- Residency within the State of New Jersey, preferably from regions identified by the state of New Jersey as Overburdened Communities ( https://dep.nj.gov/ej/communities/ )
- Valid driver's license.
- Strong computer and record-keeping skills: proficiency in MS Office and use of Customer Relationship Management (CRM).
- Ability to work with culturally diverse customers and contractors effectively and respectfully.
- Excellent oral and written communications skills.
- Critical thinking, analytical, and problem-solving skills.
- Team-oriented, hands-on, adaptive, and client-focused.
- Excellent time management and organizational skills.
- There will be a blend of onsite work. Candidate will be required to travel to local New Brunswick, NJ office periodically, as required.
- TRC will provide the required computer equipment to perform their work. TRC will not provide printers. Equipment supplied by TRC is to be used for business purposes and will be maintained by TRC. An inventory of all TRC IT equipment received by each candidate will be provided and candidates receiving IT equipment agree to take appropriate action to protect the items from damage or theft. Upon termination of assignment, all Company IT equipment will be returned to the TRC.
- Consistent with TRC's expectations on information security, candidates must adhere to all Company policies for acceptable use and protection of Company equipment, systems, networks, and information. Candidates are responsible for securing computing equipment, protecting logged-in computers from accidental or intentional misuse, and using extra care when handling Company and customer proprietary and confidential information, in both digital and paper forms.
- All measures should be taken to ensure that the Company is not unreasonably exposed to cybersecurity threats or loss of information. Candidates are prohibited from using publicly accessible wi-fi when working on TRC computer equipment. USB devices will be blocked on all TRC computer equipment.
- Candidate will be responsible for securing an adequate internet connection (speed, security, and bandwidth) and phone service to effectively perform the essential duties of the job. Phone service can be cell service. Internet and phone service are at the candidate's expense.
- Candidates will be responsible for maintaining their home offices so that they can accomplish their work in an efficient, safe, and expeditious manner.
- TRC will not be responsible for costs associated with the setup of the candidate's home office to include remodeling, furniture such as desks, chairs or file cabinets, and lighting or repairs or modifications to the home office space. TRC accepts no responsibility for damage or repairs to candidate-owned equipment.
- Standard EST business hours, 40 hours a week.
- ~ 10% within the State of New Jersey.
- Experience in energy and/or utility industry.
- LEED or CEM credentials.
Benefits*
: TRC offers a competitive benefit package consisting of:
- Medical, dental, vision, and disability insurance.
- 401k package that includes both traditional and Roth IRA options and Company match.
- Paid time off contingent upon full time or part-time status and level of seniority (ranging from 15 to 25 days per year).
- All full-time employees enjoy a minimum of 8 Paid Holidays per year.
- TRC ensures that all employees, including those that work part-time, receive paid sick, family, and disability leave in accordance with the laws of their state of residence.
*These benefits are applicable to US employees depending on their employment status (full time, part time, or temporary). TRC offers jurisdiction specific benefit packages for International and Puerto Rico employees.
Compensation: In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors.
Other Compensation: Employee may be eligible for participation in the Company's annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee.
Salary RangeUSD $77,064.00 - USD $108,280.00 /Yr.
