Sr Supvr Resource Management

PEPCO•Upper Marlboro, MD

About The Position

PRIMARY PURPOSE OF POSITION Responsible to manage real time staffing and real-time management processes to meet service levels, efficiency and financial targets across Exelon region Educates and communicates trend analysis to management team and leaders. Initiates strategic and tactical real time interventions to prevent staffing surpluses and shortages. Identifies and implements appropriate metrics to measure success. Partners with business leaders to quantify estimated variations in business practice. Leads, coaches and manages staff of real time business analysts to maintain care center operations and achieve performance metrics. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Requirements

Bachelor's degree and 4-7 years' experience, or in lieu of Bachelor's degree, 6-9 years' relevant business experience is required.
Proven record managing staffing needs through, innovative initiatives
Working knowledge of Resource Management planning principles, design and application
Proven ability to minimize operating costs through supervisor and managerial techniques for leading others.
Demonstrated ability to lead and coach a high performing work team
Excellent leadership and communication skills
Strong quantitative skills and analytical ability
Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective

Nice To Haves

4+ years call center experience or experience operating a 24x7 business unit. Previous management experience required in Scheduling, Automatic Call Distributor (ACD), and Voice Response Unit (VRU) technologies, software and applications
Ability to design and develop strategies to support business goals. Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective
Prior role as Workforce Management Analyst, Senior Analyst or Real Time Analyst Deep experience with WFM tools such as NICE IEX
Advanced use of Microsoft Excel and ability to use reporting tools like Power BI

Responsibilities

Direct Resource Management staff, processes and objectives to assure efficient, cost-effective Contact Center Operations.
Provide leadership to and development of all internal teams. Provides accurate and timely feedback regarding performance and operations
Single point of contact for all Customer Contact Center daily operations issues and projects. Assures effective resolution of issues, concerns and problems.
Collaborates with other departments in EED and represents Exelon to outside organizations engaged in similar business functions (serves as Business Liaison).

Benefits

Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $81,600.00/Yr. – $112,200.00/Yr.
Annual Bonus for eligible positions: 15%
401(k) match and annual company contribution
Medical, dental and vision insurance
Life and disability insurance
Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
Referral bonus program
And much more