Business Solutions Supv

American Electric Power • Fort Wayne, IN

3d

About The Position

Responsible for supervising employees and applying organization policies and procedures in the day-to-day operation of the Commercial and Industrial (C&I) technical center, in responding to and resolution of C&I inquiries. Plan, monitor, evaluate and supervise work activities to achieve operational requirements and quality standards. Provide assistance to customer solutions center management with administrative responsibilities.

Requirements

• Bachelor's degree in engineering or related discipline, or equivalent education and/or experience.
• Minimum of 8 years' related experience.
• Demonstrated leadership ability to effectively supervise and direct the work of assigned personnel and the ability to effectively and professionally deal with co-workers and customers is required.
• Must have a working knowledge and exhibit competency in the computer systems utilized by customer operations in the performance of job responsibilities.

Nice To Haves

• MBA preferred.

Responsibilities

• Supervise C&I technical center associates involved in responding to and resolving customer inquiries in the day-to-day operations of the customer solutions center.
• Supervise individual and team performance to achieve department and Company goals including, but not limited to: budgets, operational performance, customer satisfaction, etc.
• Direct the investigation and resolution of C&I inquiries monitor calls, complete documentation, and provide feedback and coaching to C&I associates and management to ensure understanding and consistent application of policies and procedures.
• Direct and coordinate outage restoration activities including dissemination of accurate outage information, call routing, and staffing and time keeping issues for assigned employees serve as duty supervisor when required.
• Maintain strong working relationships with operating company personnel, distribution and customer operations, and other AEP business units.
• Analyze time reports to identify attendance issues and recommend steps to reduce absences.
• Assist with the development and training of call center employees.
• Assess, recommend, and assist in the development of training materials for the customer solutions centers.
• Assist in the development and implementation of policy and procedure improvements.
• Represent the C&I Tech center in meetings and on projects involving other AEP customer solutions centers or business units as required.
• Assist in developing short-term and long-term plans, including forecasting and budgeting, as required.
• Assume other duties and responsibilities as assigned.

Benefits

• In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level