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.

Sr Supvr Resource Management

Location: PHILADELPHIA, PA, United States
Organization: PECO Energy Company
Job ID: 231344
Date Posted: May 4, 2021

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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
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, including 24 x 7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES
  • 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).

POSITION SCOPE
  • Significant contact with leadership of external business groups
  • Leadership level accountability; Direct supervision for 5 or more analysts
  • Independent performer; Single point of contact for Customer Contact operations with groups external to the work group and external to the company. Vendor interface required

Qualifications

MINIMUM QUALIFICATIONS
  • Proven record managing staffing needs through, innovative initiatives
  • Working knowledge of Resource Management planning principles, design and application
  • Bachelors degree and 5 - 8+ years experience, or in lieu of Bachelor’s degree, a minimum of 9 - 12 years relevant business experience is required.
  • 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

PREFERRED QUALIFICATIONS
  • 7+ 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

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

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