Lead Work Management Specialist

Duke Energy•Charlotte, NC

1d•Hybrid

About The Position

This position is the highest level within the Work Management Specialist classification hierarchy. The Lead Work Management Specialist assists the Supv, Work Management Support with daily operations and serves as the team lead and functional lead for all WMS work. Provide leadership and support to the Work Management team and maintaining excellent customer service to operations, management, and customers. Ensure team safety in order to eliminate injuries and support achievements of Distribution, Customer Experience & Services goals, actively seeking to identify and meet customer needs; and impacting financial performance by eliminating rework and providing feedback on performance issues.

Requirements

High School/GED
Minimum 3 years related work experience

Nice To Haves

Possesses advanced, fully competent knowledge of applications used in Distribution, Customer Experience and Services
Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
Collaborates effectively in a team environment
Knowledgeable of Distribution, Customer Experience & Services processes and work management and related computer applications
In depth knowledge of local ordinances, permits, and inspections
Supports changing work environments, processes, and policies
Possesses effective written and verbal communication and interpersonal skills
Demonstrates good judgment in decision making
Works independently in resolving problems, with limited supervision
Investigative, research and analytical skills for complex work order status, auditing and corrections (materials, financials, date management, etc.)
Critical thinking to take appropriate action to resolve issues independently and with limited supervision
Demonstrated ability to manages external communication and resolving escalated customer situations
Demonstrates excellent leadership skills
Effectively manages stressful situations
Projects a professional image

Responsibilities

Provides leadership and support to the Work Management Specialist team
Overall Senior Career level knowledge
Assumes supervisory role in absence of WMS Supervisor
Proactively collaborates with peer team leads to manage employee schedules, workload and resource availability by backfilling, shifting work and making adjustments as necessary in order to meet business needs
Validates accuracy of time entries
Creates requests for program and system accesses for new hires and necessary changes for existing employees
Identifies, coordinates or facilitates training
Fosters effective change management by implementing, maintaining, and sustaining processes and standards within Distribution, Customer Experience & Services
Supports Work Management Specialists as a subject matter expert providing guidance for difficult tasks, customer situations, technical system questions, or other work-related challenges
Encourages and administers safe work habits and behaviors within the work group
Maintains confidential information in a professional and discreet manner
Promotes individual and team effectiveness by maintaining knowledge of processes, policies, and computer applications including creating and updating job aids
Promotes effective cost management by ensuring timeliness and accuracy of work
Monitors compliance of company policies and procedures
Provides feedback on performance to individuals and Work Management Supervisor
Develops, maintains, and reports results of employee performance metrics to Work Management Supervisor
Assists Work Management Supervisor with other tasks as needed (root cause analysis, meeting attendance, etc.)
Monitors and audits queries broadly to ensure process guidelines are being followed - reports back to supervision if needed.
Ensures work is scheduled and managed to meet an established timeline.
Thorough adherence to established due dates is followed - ensure lower level of specialist are knowledgeable of the timelines.
Create and maintain SharePoint for job aids, district coverage guides, district contact information, processes, etc.
Maintains excellent customer service to operations, management, and customers
Proactively collaborates with other work groups to ensure desired customer experience
Ensures efficient and effective workflow across all work groups
Represent Work Management Specialist by attending meetings as needed
Communicates policies and procedures to internal or external parties
Provides on-going project support including research and analysis
Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)
Prepares for and provides emergency restoration support including dispatching, updating, completing, calling emergency locates, reporting oil spills, model outages by opening and closing devices up to 200amps, and allocating event assignments to damage assessors and clearing events in outage management tools
Serves as an on-call person for after hours extended outages, creates outgoing telephone message to give customers information regarding the outage, then uses Swampfox to upload the customer list and make the phone calls.