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Southern Company Technology & Online Support Manager in McDonough, Georgia

Technology & Online Support Manager

Description

Technology and Online Support Manager

Job Summary

The Technology and Online Support Manager will provide leadership and managerial direction for the Technology and Online Support (OST) teams within the Customer Care Center (CCC). This role drives business results utilizing technology and process improvements to offer self-service options, improve the customer experience, and decrease cost to serve. As Call Center technology advances, this position is critical in evaluating and recommending technologies and managing the budget to implement and support applications and end users. Additional focus on self-service requires this position to be aware of industry related technologies and solutions and determine the needs for the business. This position leads the effort to provide scorecards and reports for over 400 agents and more than 20 leaders. The Technology and Online Support Manager leads the analysis of KPIs, partners with leaders to understand and interpret the KPIs, and makes recommendations to increase effectiveness of the entire organization.

The Technology and Online Support Manager provides strategic direction to ensure a culture where people feel valued and operational excellence is consistently delivered. This role is responsible for leading an organization of 45 team members, inclusive of 3 supervisors, specifically responsible for the following functions and services:

  • Call center related technology – handling and routing over 14 million customer calls each year, tracking, analyzing, and reporting KPIs, and identifying opportunities for improvement and increasing self-service options for customers

  • Workforce management – creating staffing plans and developing hiring strategies

  • Online Support Services – chat, email, service orders and correspondence

Additionally, the Technology and Online Support Manager is responsible for managing an annual budget and ensuring that financial targets and objectives are met.

This position is part of an on-call rotation that provides 24/7 support for emergencies. This role plays a key part in storm restoration efforts which may require after hours and weekend support.

The Technology and Online Support Manager fosters and maintains strong, productive relationships with leaders throughout the Customer Service organization, the Technology Organization, and other call centers across the Southern Company system. In addition, the Technology and Online Support Manager serves on system-wide committees and provides strategic direction for call center technology and other initiatives that increase efficiencies, reduce costs, and enhance our customers’ experience.

Lastly, a critical aspect of the role is developing, coaching, and mentoring employees within the Customer Care Center organization and particularly within the Operations Support organization. The Technology and Online Support Manager is expected to foster an inclusive, caring, and emphatic work environment and help promote a culture where employees feel valued and empowered to make decisions to meet our customers’ needs.

The role requires a self-motivated, positive, collaborative person with a strong work ethic and deep commitment to safety and customer service. This is a fast-paced, high-volume environment that respects and acknowledges individual effort. If you are excited about -- and committed to -- creating meaningful and positive employee experiences while providing exceptional customer service, please submit your resume for consideration.

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

We are seeking candidates with the following education, experiences, and attributes:

Job Experience and Education

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

  • Five years of leadership experience

  • Relevant work experience

  • Experience in assessing technology and making recommendations for implementation

  • Proven track record achieving business results working with and through others

  • Experience in leading and influencing a diverse workforce

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

  • Experience in summarizing and preparing operational presentations to upper 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

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

  • Willing to challenge the status quo for the betterment of the business and the services provided

  • Understanding of the budgeting process, fiscal management and how to appropriately estimate costs and plan for ongoing technology projects and maintenance

  • Proven change leader, willing to drive cultural and behavioral change that will contribute to maturing and improving the overall effectiveness for using technology at the call center

  • Excellent analytical, problem solving, planning and project management skills

  • Excellent organizational skills and attention to detail for self and others

  • Ability to prioritize and deal with multiple priorities for multiple people

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

  • Demonstrated leadership and management skills, including building a strong, results-oriented team, and performance management

  • Effective communicator, both written and verbal.

  • Demonstrated critical, independent thinking

  • Flexible

  • Self-motivated, takes initiative, is proactive, and habitually removes obstacles for success.

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

  • Ability to develop and maintain relationships at all levels, both internal and external

  • Ability to keep confidences and safeguard confidential information

  • 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

Please note: this job description is not intended to be all-inclusive.

Subject to the Georgia Power Company Smoke Free Workplace Policy: You must be free from all tobacco products (including but not limited to cigarettes, cigars, pipes, chew, snuff, patch and/or gum), at least six months prior to applying for this position.

Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is consistently recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeorgiaPower.com and connect with the Company on Facebook ( Facebook.com/GeorgiaPower ), Twitter ( Twitter.com/GeorgiaPower ) and Instagram ( Instagram.com/ga_power ).

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Customer Service

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: GPC2007948

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