Training Manager

Training Manager

Description

Job Summary:

The purpose of this position is to develop and maintain all of SouthStar Energy’s customer service training material supporting over 550,000 customers across 13 LDC’s and used by internal teams as well as multiple outsourced customer contact center vendors across multiple sites. The incumbent will participate in efforts to maximize regulatory compliance, meet or exceed auditing requirements, improve customer satisfaction, identify and deliver enhanced products and services, and improve customer payment opportunities and functions.

Participation in these efforts, in addition to partnering with contact center vendors’ training delivery teams will ensure that business objectives are effectively trained and met. In this position, the incumbent will act as an advocate for the customer and contact center vendors within SouthStar Energy and as an advocate for the customer and SouthStar Energy within the vendors’ operations.

Job Responsibilities:

Functional Expertise

• Develop and manage learning and development strategies and materials for SouthStar Customer Operations. Duties include identifying training opportunities and implementing training strategies internally and in partnership with contact center vendors.
• Oversee training delivery for internal operations, as well as large and small scale inbound and outbound outsource providers operating in multiple locations using adult learning principles.
• Share information and maintain communication across multiple channels to ensure vendors remain focused on mutual goals, planning, and investing in order to meet SouthStar’s growing needs, ensuring they have scalability to support SouthStar’s changing business needs.
• Identify, develop, and manage a version control, storage and delivery strategy for materials.
• Document and maintain business rules and standard operating procedures for all areas of responsibility.
• Ensure that vendor operations are compliant with business rules, regulatory requirements (including state and federal rules) and SouthStar’s Terms and Conditions of Service.

Business Acumen

• Ensure that contact center operations effectively support SouthStar’s goals and objectives.
• Maintain knowledge of regulatory requirements and changes.
• Maintain an advanced working knowledge of business and operations.
• Track and report expenses related to vendors’ services and internal operations.
• Provide regular inputs for Customer Operations business and budget planning.
• Track and effectively report results across all levels of the organization.

Engagement

• Partner with managers and business units to direct the long and short-term planning for issues surrounding internal operations and vendors to maximize efficiency and effectiveness.
• Coordinate with marketing and pricing teams to implement campaigns and segmentation strategies that are attractive to profitable customers.
• Monitor call quality, including adherence with scripting, and provide feedback to all internal stakeholders.
• Coordinate with internal stakeholders and manage change within the contact centers.
• Be the voice of the customer within SouthStar Energy and vendors’ organizations.
• Be the voice of the vendor within SouthStar Energy and the voice of SouthStar Energy within the vendors’ organizations.

Driving Results:

• Track, report and analyze daily, weekly, monthly and yearly operational statistics.
• Create and execute improvement plans based on operational data analysis.
• Identify customer inquiry and feedback trends across various customer segments and work with internal stakeholders to ensure customer needs are addressed.
• Work with internal and external clients to create new programs, improve current programs, and discontinue underperforming programs and vendors.

Qualifications

Education, Certifications/Licenses:

Required:

• Bachelor’s degree or equivalent experience

Related Work Experience:

Required:

• 8 years of training development and delivery experience in a contact center environment
• Past experience in consumer services or B2C related industry

Preferred:

• Certified Professional in Training Management (CPTM™)
• Previous experience in a retail energy industry
• Past experience working with large-scale BPO agreements incorporating multi-towered services

Specific Skills & Knowledge:

Required:

• Ability to develop training materials using different media and learning principles
• Ability to conduct trending and data analysis
• Excellent analytical skills
• Microsoft Office proficiency
• Exceptional verbal and written communication skills.Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors
• Strong organizational and problem resolution skills
• Ability to coordinate and manage multiple tasks effectively
• Minimal supervision is required.Must be able to demonstrate working independently yet operating effectively as a team player.

Preferred:

• Operational knowledge of the deregulated natural gas market in Georgia

Working Conditions/Physical Requirements:

• This position requires occasional travel (5-20% travel).Trips may require air travel and/or overnight
• Hybrid work environment, onsite/in the office 3 days per week, subject to change per business needs

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.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. 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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: SouthStar Energy Services

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

Southern Company Headquarters - 30 Ivan Allen Jr. Blvd. NW (30ATLANTA)

30 Ivan Allen Jr. Blvd. NW

Atlanta, 30308

Req ID: SES2000009