Job Summary:
The purpose of this position is to develop and maintain all of SouthStar Energy's customer service training material supporting over 550,000 customers across 13 LDC's and used by internal teams as well as multiple outsourced customer contact center vendors across multiple sites. The incumbent will participate in efforts to maximize regulatory compliance, meet or exceed auditing requirements, improve customer satisfaction, identify and deliver enhanced products and services, and improve customer payment opportunities and functions.
Participation in these efforts, in addition to partnering with contact center vendors' training delivery teams will ensure that business objectives are effectively trained and met. In this position, the incumbent will act as an advocate for the customer and contact center vendors within SouthStar Energy and as an advocate for the customer and SouthStar Energy within the vendors' operations.
Job Responsibilities:
Functional Expertise
- Develop and manage learning and development strategies and materials for SouthStar Customer Operations. Duties include identifying training opportunities and implementing training strategies internally and in partnership with contact center vendors.
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Oversee training delivery for internal operations, as well as large and small scale inbound and outbound outsource providers operating in multiple locations using adult learning principles.
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Share information and maintain communication across multiple channels to ensure vendors remain focused on mutual goals, planning, and investing in order to meet SouthStar's growing needs, ensuring they have scalability to support SouthStar's changing business needs.
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Identify, develop, and manage a version control, storage and delivery strategy for materials.
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Document and maintain business rules and standard operating procedures for all areas of responsibility.
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Ensure that vendor operations are compliant with business rules, regulatory requirements (including state and federal rules) and SouthStar's Terms and Conditions of Service.
Business Acumen
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Ensure that contact center operations effectively support SouthStar's goals and objectives.
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Maintain knowledge of regulatory requirements and changes.
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Maintain an advanced working knowledge of business and operations.
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Track and report expenses related to vendors' services and internal operations.
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Provide regular inputs for Customer Operations business and budget planning.
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Track and effectively report results across all levels of the organization.
Engagement
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Partner with managers and business units to direct the long and short-term planning for issues surrounding internal operations and vendors to maximize efficiency and effectiveness.
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Coordinate with marketing and pricing teams to implement campaigns and segmentation strategies that are attractive to profitable customers.
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Monitor call quality, including adherence with scripting, and provide feedback to all internal stakeholders.
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Coordinate with internal stakeholders and manage change within the contact centers.
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Be the voice of the customer within SouthStar Energy and vendors' organizations.
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Be the voice of the vendor within SouthStar Energy and the voice of SouthStar Energy within the vendors' organizations.
Driving Results:
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Track, report and analyze daily, weekly, monthly and yearly operational statistics.
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Create and execute improvement plans based on operational data analysis.
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Identify customer inquiry and feedback trends across various customer segments and work with internal stakeholders to ensure customer needs are addressed.
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Work with internal and external clients to create new programs, improve current programs, and discontinue underperforming programs and vendors.
Qualifications
Education, Certifications/Licenses:
Required:
- Bachelor's degree or equivalent experience
Related Work Experience:
Required:
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8 years of training development and delivery experience in a contact center environment
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Past experience in consumer services or B2C related industry
Preferred:
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Certified Professional in Training Management (CPTM )
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Previous experience in a retail energy industry
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Past experience working with large-scale BPO agreements incorporating multi-towered services
Southern Company
30 Ivan Allen Jr Blvd NW
Atlanta
Georgia États-Unis
www.southerncompany.com
