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PPL Corporation Manager Workforce Management Performance & Strategy in Providence, Rhode Island

Company Summary Statement

PPL Corporation (NYSE: PPL), based in Allentown, Pennsylvania, is a leading U.S. energy company focused on providing electricity and natural gas safely, reliably, and affordably to more than 2.5 million customers in the U.S. PPL’s high-performing, award-winning utilities – Louisville Gas and Electric, Kentucky Utilities and PPL Electric Utilities – provide an outstanding service experience for our customers, consistently ranking among the best in the U.S. Our companies are addressing energy challenges head-on by building smarter, more resilient and more dynamic power grids and advancing sustainable energy solutions. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees.

Overview

Reporting to the head of Customer Service for RI, the Workforce Management, Performance & Strategy Leader is responsible for implementing policy, improving performance, and providing leadership to the Workforce Management & Metrics departments. The Leader is responsible for building, managing and owning workforce management strategy, process, and execution across the contact center universe (internal and external) for PPL RI's 774K residential, small, and large commercial electric and gas customers.

Responsibilities

  • Oversees the development and execution of a strategy for effectively and efficiently managing RIE’s Customer Delivery resources (both internal and outsource partners) to ensure regulatory and customer service level targets, internal financial & productivity/utilization goals, and employee satisfaction objectives are met

  • Work with the IT and business transformation teams to ensure effective implementation of IT/Telephony initiatives and/or call routing strategies.

  • Responsible for developing agent scorecards, daily, weekly, monthly executive dashboards

  • Produces ad hoc reports and analysis including writing white papers for senior executives

  • Provides leadership in operational strategies and daily operational support

  • Ensures process compliance with forecasting and planning obligations and outputs

  • Oversees the intra-day Command Center function balancing workload and workforce resources with overall responsibility for meeting service level standards and financial/productivity goals.

  • Oversees the short term/long term Resource Plan to proactively manage resources and ensure continuous improvement.

  • Builds and maintains relationships with RIE functions/entities that directly impact Customer Delivery workload, budgetary decisions, service strategy, etc. (i.e. Marketing, Billing, Finance, Jurisdictions, Operations, IT, Regulatory, etc.). Ensures Customer Delivery WFM is proactively involved in or aware of macro business level decisions or factors potentially impacting volume, workload, and/or staffing requirements.

  • Identify WFM and/or operational process enhancements based on enhanced capabilities provided by the new call center technologies, corporate initiatives, etc.

  • Identify and implement WFM strategies to enable continuous improvement in overall customer and regulatory service level and resource optimization performance on a quarterly and/or annual basis

  • Create a strategy for migration towards an enhanced operational reporting platform for call volume data.

  • Oversees the development and execution/generation of Customer Delivery enterprise operational reports for executives as well as operational reports supporting front-line operations leadership

  • Works directly with Finance and Customer Delivery leadership in the development, management, and execution of the Customer Delivery annual financial budget and ongoing monthly re-forecast and reconciliation process

  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

  • Coordinate and align priorities across the Customer organization to ensure effective execution on initiatives.

  • Develop strong internal and external relationships to gain and share best practice insight.

  • Drive implementation of key customer strategic initiatives that will provide a lower cost solution to our customers and work to transform the customer experience.

  • Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

  • 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.

Qualifications

  • Bachelors degree with at least ten years of progressive workforce management and strategy experience. Utility experience is a plus.

  • A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required. This position requires an in-depth knowledge of call center workforce management and network routing technologies.

  • Must possess advance knowledge of contact center staffing, call volume forecasting and deep experience with workforce management tools.

  • Ability to work with and communicate workforce management strategies with Customer Delivery operational leadership to drive performance towards common goals and objectives.

  • Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.

  • A highly collaborative, bright professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity, and credibility.

  • Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

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Remote Work

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-RI-Providence

ID 2022-4832

Category Management

Position Type Regular

# of Openings 1

Full Time/Part Time Full-Time

Experience Level Manager

Company PPL Services Corporation

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