PPL Corporation Mgr-Cust Services Operations in Allentown, Pennsylvania
Company Summary Statement
PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.
Responsible for maintaining efficient contact center operation and responsible for financial accounting and reporting, providing financial analysis and consultation on the accounting implications of decisions for PPL Electric Utilities. Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels. Ensures effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports.
Work with routing team to implement/maintain best contact routing design for performance, manageability, WFM, and reporting.
Create policies and procedures to standardize specific WFM functions.
Deliver significant cost savings year-over-year while also encouraging vendors to provide innovative solutions.
Pursue outsourcing of activities to onshore to achieve more efficient labor costs at equal or better productivity and quality levels.
Guide business stakeholders through close collaboration to document clear business requirements, performance metrics (SLAs), and penalties/incentives in final contracts.
Help improve vendor performance, specifically by supporting better vendor reporting and collaboration with vendors for stronger accountability.
Interface and proactively communicate with key stakeholders from business, IT, and various risk groups.
Prepare and deliver presentations to senior leadership team as required.
Thorough understanding of the IVR space and processes i.e. Natural Language Call Steering, customer authentication techniques and client segmentation.
Lead a collaborative effort to demonstrate IVR effectiveness as it relates to time, efficiency, and Contact Centre efficiency. Provide best practices in web/mobile strategy, dashboard creation, and technical configuration.
This includes assisting with the creation of documentation, requirements gathering and determination of effort.
Prioritize work related to service requests for technical resources.
Build strong business relationships with all engagement stakeholders.
Supervise and manage the accounting team to ensure financial transactions are recorded in accordance with GAAP, corporate policies and procedures, and SOX internal controls requirements, implement enhancements to controls and policies and procedures as necessary. Supervise and manage financial and regulatory reporting to ensure that all regulatory and internal reporting requirements are met.
Work with business line senior management and corporate Controller to ensure that all transactions with financial implications are properly recorded and reported to business line and financial senior management.
Supervise and manage financial and regulatory reporting to ensure that all regulatory and internal reporting requirements are met.
Supervise and manage the preparation of variance analysis including actual vs. budget and actual vs. prior year in support of SEC and internal reporting requirements.
Bachelor’s Degree in accounting or business discipline.
Five years of accounting experience with extensive knowledge of GAAP and financial reporting requirements.
Minimum 5 years’ experience in a workforce management role working with multiple contact types (calls, email, chat, outbound/dialer) or relevant experience.
Prior workforce management lead or supervisory experience with at least 3 years of supervisory experience.
Prior experience with statistical reporting and analysis, advanced experience working with Microsoft Word and Microsoft Excel.
Proven experience in utilizing an industry-recognized application for performing forecasting and other workforce management functions (IEX, Aspect, etc.).
Experience with IVR Management and alternative channels.
MBA or other advanced accounting or business degree.
Experience in accounting for regulated utilities.
Excellent analytical skills, be able to work under pressure, and able to multi-task and prioritize in a fast--paced environment.
Able to work with limited direction, be self-motivated, and have a creative approach to problem solving.
Previous experience with relational databases and WFM software.
Action oriented; Ability to adapt to change and implement quickly based on overall direction and needs of the company.
Excellent written and verbal communication skills.
Superior interpersonal skills and ability to effectively present complex information to front line employees, contact center management, and senior executives.
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The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Equal Employment Opportunity
Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.
Job Locations US-PA-Allentown
Category Customer Service
Position Type Regular
# of Openings 1
Full Time/Part Time Full-Time
Experience Level Manager
Company PPL Electric Utilities Corp.
- PPL Corporation Jobs