Veterans Jobs

Candidate Profile

Take a few minutes to create or modify your employment profile and to specify your preferred working criteria for future openings matching your interests.

Create / Access My Profile

Job Information

Southern Company Customer Service Technology Supervisor in McDonough, Georgia

Customer Service Technology Supervisor

Description

Technology Supervisor - Customer Care Center

Job Summary

The Technology Supervisor leads, coaches, trains, inspires, and motivates a team of skilled analysts on the Technology and Workforce Analytic team within the Customer Care Center (CCC). The team leads the way in routing and handling over 14 million customer calls annually along with providing solutions for our customers to self-serve in our automated phone system. The team provides a host of support functions to over 400 employees of the customer care center including all reporting functions, tier one support for phone consultants, dashboards, and updates on KPI’s.

The Technology Supervisor is responsible for helping to maintain a safe work environment, interpreting, and communicating policies and procedures, offering problem resolutions, and participating in strategic initiatives.

Skill development, coaching and mentoring is paramount to our culture. Strengthening the employee-leader relationships creates a culture where employees feel empowered to make decisions and meet the needs of our customers. Our leaders promote a positive and caring work environment and make a personal connection with employees. The ideal candidate will need to be self-motivated, work well with others, possess a positive attitude, and have a strong commitment to safety and customer services. This role also requires the ability to be creative and assist in the design and implementation of solutions to promote customer self-service and provide useful support tools for call center leaders.

This position will be on-call on a rotational basis for 24/7 emergencies and participate in storm restoration efforts which may require afterhours and weekend support.

The position is located at the Customer Care Center at 2500 Patrick Henry Parkway in McDonough, Georgia.

Job Experience and Education

  • B.S. degree in Computer Science, Computer Engineering, or Business preferred

  • Two years of leadership experience

  • Relevant work experience

  • Experience in assessing technology and making recommendations for implementation

  • Experience in achieving business results working with and through others

  • Experience in leading and influencing a diverse workforce

  • Experience in data analysis, call center operations and/or project management

  • Experience developing employees within their current role and for future positions

Knowledge, Skills & Abilities

  • Working knowledge of technology related disciplines, with a strong focus on end-user technologies

  • Working knowledge of data analysis with the ability to communicate data-driven insights that allow key stakeholders to make more informed decisions

  • Ability to assess data and determine success metrics of key business initiatives

  • Working knowledge of predictive analytics with the ability to preempt needs by detecting tendencies that encourage proactive customer care

  • Knowledgeable on currently relevant industry related products, techniques, and trends

  • Analytical, problem solving, planning and project management skills

  • Organizational skills and attention to detail for self and others

  • Ability to prioritize and deal with multiple priorities

  • Strong people skills that have resulted in successful working relationships with customers, peers, and internal and external business partners.

  • Effective communicator, both written and verbal.

  • Demonstrated critical, independent thinking

  • Ability to achieve operational excellence and deliver critical business results while promoting an inclusive, caring, and empathetic culture

  • Ability to lead and manage in a fast-paced environment

  • Model all aspects of Our Values: Safety First, Unquestionable Trust, Superior Performance and Total Commitment

Behavioral Attributes

  • Model all aspects of Southern Style: Unquestionable Trust, Superior Performance and Total Commitment.

  • Displays high amount of initiative and strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities

  • Challenge the status quo

  • Demonstrate leadership with a strong focus on people and promoting a caring culture.

  • Help others grow and develop in their jobs

  • Create an environment where people with diverse backgrounds and perspectives can succeed

  • Listen objectively for understanding

  • Build effective working relationships and networks

  • Encourage creative thinking and innovation to improve the business

  • Utilize effective communication strategies to build relationships with key stakeholder groups.

  • Compassionate, caring, but willing to make necessary decisions to improve performance and morale.

  • Desire and ability for continued career growth

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-McDonough

Operating Company: Georgia Power Company

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

CCC Henry Co Customer Care Ctr - 2500 Patrick Henry Pkwy. (2500MCDONOUGH)

2500 Patrick Henry Pkwy.

McDonough, 30253

Req ID: GPC2009208

DirectEmployers