JOB SUMMARY :

This position is responsible for day-to-day management of the staff in support of (HCL Clients) residential and small business operations with oversight of training, quality assurance and improvement. The position is responsible for establishing and managing processes associated with training, quality monitoring and measuring across the operations. The position is also responsible for identifying, recommending and implementing training and quality improvement programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

- Manage day-to-day operations and directs the team responsible for training & quality assurance

- Review, assess and identify training needs to provide staff with necessary skills and knowledge

- Develop and implement training & quality standards and processes to assess people performance

- Collaborate with key stakeholders on quality processes and scoring techniques

- Ensure training & quality monitoring and reporting for designated call center and back office personnel are reported in an accurate and timely manner

- Provide coaching and feedback to personnel being monitored and their respective supervision

- Define and maintain standards to ensure the integrity of the Quality Assurance process

- Design and implement quality programs to motivate and recognize employees

- Use business tools and advanced industry knowledge to identify quality improvement opportunities

- Identify and recommend operational and technological tools to improve efficiency

- Calibrate quality scores in an objective and normalized manner

- Maintain effective oversight to ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation

- Coordinate frequent discussions to facilitate understanding and change needed to improve business performance

- Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on Customer Operations related matters

- Work in a collaborative manner to maintain an effective relationship with all stakeholder groups

- Manage consolidation of quality data and conduct gap analysis to identify root causes and recommend improvements

- Define reporting requirements and provide monthly and ad hoc reports on QA results

- Serve as a point of contact for Quality Assurance issues for all work sites

- Work with an internal training team to target areas for improvement from QA results

- Monitor QA results for trends in scores and potential areas for vast improvement or customer experience

SCOPE LEVEL :

Supervisory Responsibility :

- Direct responsibility for small work group of beginner-to-experienced trainers & quality specialists responsible for establishing training content, training & quality standards, scoring techniques and monitoring and assessing performance

Internal/External Interfaces :

- Operations personnel, Customers, Customer Agents (Legal Council, Better Business Bureau Customer Advocates, etc.), Regulatory Agencies (AUC, etc.), HCL Client organizations (Sales, Regulatory, Legal, Billing, etc.), third-party vendors as required

EDUCATION/EXPERIENCE :

The minimum education requirements are :

- Bachelor's degree/PG in relevant field (may substitute two years of relevant experience per one year of required education)

- Quality certification like Green Belt, Black Belt would be preferred

The minimum experience requirements are:

- 5-8 years of job-related experience

- 5 years of experience in supervising professional workgroups

- Significant and current knowledge of the gas and electricity industry and competitive retail markets

- Customer service/customer operations experience

- Familiarity with business operations and consumer sales & marketing

SKILLS AND COMPETENCIES :

- Well versed with quality and analytical tools

- Skill in leading and managing work groups

- Ability to assess, determine and plan for required staffing skills & levels

- Defines performance expectations with employees, setting clear priorities and objectives

- Provides regular coaching and performance feedback to staff members

- Engages and motivates employees for improved resualts

- Excellent communication & listening skills

- Ability to coach people for improved performance

- Effectively implements performance management processes that maximize and align human performance (rewards, goals, accountability, expectation, job structure/design, performance appraisals)

- Ability to sustain individual & team performance that maintains achievement of a high-performing operations

- Takes ownership of identifying needed reports and reporting processes and asserts to ensure needs are being addressed

- Knowledge of energy sales and delivery systems, tariffs, customer service, etc.

- Clear understanding of business policy and practice throughout entire retail business

- Absolute credibility with internal business partners and customers

- Strong business acumen

- Excellent organizational, and time management skills

- Advanced interpersonal, presentation, and oral/written communication skills

- Analyzes the impact of potential actions

- Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure

- Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking

- Skilled in using computer software applications such as Microsoft Office

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS :

- Long and irregular hours.

- Use of a PC, computer terminal and/or telephone over 4 hours a day.

- Operating in a fast-paced professional office environment.

- May require domestic and overseas travel

- Possession of or ability to obtain a valid US passport

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