Job Summary
The purpose of this position is to provide leadership, employee development, direction, and motivation for multi-functional customer contact teams in support of regulated and non-regulated AGL Resources. The incumbent for this role is responsible for a high volume, fast paced, and multi-tasking environment of inbound and outbound customer contact from commercial and residential customers via telephone, online, and email channels in excess of 700,000 contacts annually. The incumbent is also accountable for service delivery, first call resolution (FCR), and operational efforts to support customer retention for a customer population of more than 2 million customers. The incumbent is responsible for communication and compliance with applicable strategy, policies, and procedures for customer contact operations within assigned area of responsibility. Responsibilities also include ensuring compliance with applicable federal, state, and local laws, regulations, and ordinances; maintaining regulatory and vendor relationships; meeting and measuring key performance indicators and internal and regulatory service levels. Additional responsibilities include direct management and development of five supervisory level employees; and overall responsibility for 75-100 employees.
The position provides strategic direction to balance budget targets, business success and an engaged/motivated work force. This position is also accountable for compliance with Southern Company, Regulatory and Customer Service Policies and Guidelines.
In addition to leading the team, the CCC Operations Support Manager collaborates and partners with peer leaders in the call center and other business unit leaders across organizations within Southern Company to strategically progress the results of our business to achieve common goals.
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
Business Acumen:
Engagement:
Driving Results:
Qualifications
Education, Certifications/Licenses:
Required:
Related Work Experience:
Required:
Preferred:
Or
Specific Skills & Knowledge:
Required:
Preferred:
Or
Working Conditions/Physical Requirements:
Some business travel (5 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), Americas premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers and communities needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
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 Identification: 6259
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company