An Important Message about Exelon Recruitment during COVID-19

We hope that you and your loved ones are managing through this challenging and uncertain time. The COVID-19 pandemic has demanded unprecedented changes to our daily lives. That said, what hasn’t changed for us is the vital work we do, and our commitment to ensuring the safety of our candidates, employees, customers, and communities. While our hiring process looks a bit different today, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. As always, you can find our available opportunities here. We truly appreciate your continued interest in opportunities with Exelon and our family of companies.

Manager Customer Care

This job posting is no longer active.

Location: Philadelphia, PA, United States
Organization: PECO Energy Company
Job ID: 226940
Date Posted: Aug 5, 2020

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Job Description

Description

At Exelon, we've got a place for you! 


Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce. 


Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits. 


Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!



PRIMARY PURPOSE OF POSITION


Plan, direct, manage and monitor the activities of a Customer Services operations organization including management, non-exempt and bargaining unit employees. Maintain and deliver optimum quality of service to internal and external customers.  Maximize employee performance and overall productivity. Implement standards and programs to improve processes, increase customer satisfaction, improve productivity, and meet or exceed financial and operational performance targets. Responsible for the safe and efficient operation of the facility its occupants. 


Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies. 




PRIMARY DUTIES AND ACCOUNTABILITIES


- Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans. Coordinate and evaluate scheduling of work within the area. Coordinate operations activities with Contact Center Support teams.  Review and approve all departmental expenditures.  30%


- Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department. Evaluate management, supervisory and line employee performance and develop programs and new processes to enhance job skills and motivate employee towards department goals. 30%


- Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances.  Manage activities and processes in accordance with management guidelines and the CBA.  10%


- Design, implement, and monitor identified process/procedural improvements.  10%


- Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of internal/external customer special needs.  10%


- Establish and maintain a safe work environment for subordinates within the department.  Manage the facility to ensure a safe, clean and productive work environment.  10%

Qualifications

POSITION SPECIFICATIONS


Minimum: 


- Bachelor degree preferred and 8-10 years experience in EED business unit, or in lieu of degree extensive (min 15+ years) internal or external experience


- Demonstrated leadership, managerial and supervisory experience


- Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes


- Proven experience in managing the employee dispute resolution or grievance process


- General understanding of customer information systems


- Demonstrated computer literacy


- Demonstrates strong project management skills


- Demonstrates high levels of leadership in EED competencies: 


- Drives for Accountability and Achieves Results


- Fosters Teamwork and Collaboration


- Applies Continuous Learning and Improvement


- Sustains High Performance in Ambiguous Situations


- Promotes Diversity


- Creates Competitive Advantage




Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. 

VEVRAA Federal Contractor 

EEO is the Law Poster
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