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 IT - Call Center

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Location: BALTIMORE, MD, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 228007
Date Posted: Nov 4, 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 150 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 
Manage the design, delivery and daily operation of call center IT voice solutions and manage the IT operational support for Exelon’s Electric Utility Call Centers. Establish, maintain and enhance relationships with clients. Participate in developing and implementing strategy/policy. Manage large-scale projects of high complexity, size and change management risk. 

PRIMARY DUTIES AND ACCOUNTABILITIES 
- Provide leadership for maintaining performance and reliability of key IT Call Center solutions, project technical architecture design, development and deployment.

- Lead a team to deploy new technologies and/or identify the most appropriate technology choices to accomplish goals by utilizing Exelon’s standard governance process as outlined in the Management Model. Ensure appropriate implementation of technology both within the production and the development environments take place.

- Build and maintain knowledge of new technologies or technology opportunities and assists in development of analysis of their use for business and call center operations.

- Identify and provide Business and IT data on IT trends and issues. Participate in IT architecture review and standards setting. Assist in the development of white papers, conducting presentations as needed to explain why a technology is being recommended by IT.

- Maintain and enhance engagement with business and IT partners.

- Maintain technical knowledge and business acumen within own discipline or function

-- Evaluate performance and provide coaching for IT personnel. Participate in career development and succession planning processes. Promote diversity and foster teamwork, collaboration, and a learning organization. Provide input on development and retention processes for IT employees. 
- Prepare and manage budget for area of responsibility. 

Qualifications

POSITION SPECIFICATIONS 
Minimum: 
- Experience managing support of Voice Communications Systems and Architectures (e.g. VoIP Telephony, Avaya Call Center ACD, NICE Call Recording, Workforce Management and Call Management Systems.

- Experience managing large scale multi-tenant call centers.

- Excellent communications skills- Able to effectively communicate highly technical information in non-technical terminology (written or verbal).

- Strong understanding of change management principles associated with new technology implementations.

- Strong understanding of project management and/or ITIL principles

- Experience leading and managing IT projects or sub-teams and knowledge of IT project management. 
- Experience leading and managing technical personnel. 
- Strong judgment and excellent analytical ability. 
- Excellent communications skills and ability to work effectively with all levels of IT and business management and with vendors. 
- Experience managing budgets for functional area of responsibility. 
Preferred: 
- Graduate degree. 
- Project Management certification. 

 
Qualifications:
 

Total Staff Managed: 5 to 20 
- Utilizes understanding of customer's business needs to determine requirements and help set direction. 
- Determines and helps others learn appropriate theories, practices and principles that relate to their skill set portfolio and related sciences and disciplines. 
- Makes judicious decisions in familiar and new situations and contributes to strategic decisions. 
- Represents business clients perspective with IT team. 
- Dimensions: Span of control (generally 10), level of budget control, technical/business complexity, risk, criticality of assignment to business 
- Budget Management specific to area of accountability. 
- Operates independently with little or no supervision. 

 

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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