<p>Who We Are</p> <p>We're powering a cleaner, brighter future.</p> <p>Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.</p> <p>We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).</p> <p>We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.</p> <p>In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.</p> <p>Are you in?</p> <p>Primary Purpose</p> <p>PRIMARY PURPOSE OF POSITION</p> <p>Responsible to manage real time staffing and real-time management processes to meet service levels, efficiency and financial targets across Exelon region Educates and communicates trend analysis to management team and leaders. Initiates strategic and tactical real time interventions to prevent staffing surpluses and shortages. Identifies and implements appropriate metrics to measure success. Partners with business leaders to quantify estimated variations in business practice. Leads, coaches and manages staff of real time business analysts to maintain care center operations and achieve performance metrics. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.</p> <p>Primary Duties</p> <p>PRIMARY DUTIES AND ACCOUNTABILITIES</p> <ul> <li>Direct Resource Management staff, processes and objectives to assure efficient, cost-effective Contact Center Operations. (40%) </li><li>Provide leadership to and development of all internal teams. Provides accurate and timely feedback regarding performance and operations (30%) </li><li>Single point of contact for all Customer Contact Center daily operations issues and projects. Assures effective resolution of issues, concerns and problems. (20%) </li><li>Collaborates with other departments in EED and represents Exelon to outside organizations engaged in similar business functions (serves as Business Liaison). (10%) </li></ul> <p>Job Scope</p> <p>JOB SCOPE</p> <ul> <li>Significant contact with leadership of external business groups Leadership level accountability; Direct supervision for 5 or more analysts </li><li>Independent performer; Single point of contact for Customer Contact operations with groups external to the work group and external to the company. Vendor interface required </li></ul> <p>Minimum Qualifications</p> <p>MINIMUM QUALIFICATIONS</p> <ul> <li>Bachelor's degree and 4-7 years' experience, or in lieu of Bachelor's degree, 6-9 years' relevant business experience is required. </li><li>Proven record managing staffing needs through, innovative initiatives </li><li>Working knowledge of Resource Management planning principles, design and application </li><li>Proven ability to minimize operating costs through supervisor and managerial techniques for leading others. </li><li>Demonstrated ability to lead and coach a high performing work team </li><li>Excellent leadership and communication skills </li><li>Strong quantitative skills and analytical ability </li><li>Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective </li></ul> <p>Preferred Qualifications</p> <p>PREFERRED QUALIFICATIONS</p> <ul> <li>4+ years call center experience or experience operating a 24x7 business unit. Previous management experience required in Scheduling, Automatic Call Distributor (ACD), and Voice Response Unit (VRU) technologies, software and applications </li><li>Ability to design and develop strategies to support business goals. Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective </li><li>Prior role as Workforce Management Analyst, Senior Analyst or Real Time Analyst Deep experience with WFM tools such as NICE IEX </li><li>Advanced use of Microsoft Excel and ability to use reporting tools like Power BI </li></ul> <p>Benefits</p> <ul> <li>Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $81,600.00/Yr. - $112,200.00/Yr. </li><li>Annual Bonus for eligible positions: 15% </li><li>401(k) match and annual company contribution </li><li>Medical, dental and vision insurance </li><li>Life and disability insurance </li><li>Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave </li><li>Employee Assistance Program and resources for mental and emotional support </li><li>Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement </li><li>Referral bonus program </li><li>And much more </li></ul> <p>Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.</p>