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Supv, IT Solutions - Contact Center Technologies (OH or PA)

Location: 

Reading, PA, US, 19612-6001

Job Function:  Information Technology
Employee Type:  Reg Full Time (FT)
Requisition ID:  42165

FirstEnergy

 

FirstEnergy at a Glance

 

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

 

FirstEnergy (NYSE: FE) is dedicated to safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of 3,780 megawatts.

 

About the Opportunity

 

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp.  [SC00]

 

This position can be located in Akron, OH; Reading or Greensburg, PA.

 

The ability to work remotely within the United States may be available based on business need.

 

This position supervises and coordinates the IT operations and staff responsible for the development, enhancement, integration, and support of IT Contact Center Technology Solutions.  The business units supported include Customer Contact Centers, Customer Service Analytics and Customer Management.  The position ensures that operational, procedural, and regulatory requirements are met. In addition, this position serves as a liaison between IT and the business portfolio to ensure delivery on critical technology initiatives. The successful candidate will also perform normal supervisor duties with ownership and oversight of areas including budgeting, staffing, project management, change management, work management, and vendor management.  The position is responsible for the performance and talent management of the staff.  Finally, this position facilitates coordination with other IT groups in order to ensure the seamless operation and enhancement of the Contact Center Technology Solutions.

 

Responsibilities Include:

  • Serving as the liaison between IT and the assigned business areas by developing and managing relationships with the business by effectively using information technology (IT) to achieve top levels of performance and realizing desired business objectives
  • Leading the identification of business opportunities for using IT
  • Leading the coordination of tactical IT planning of IT work requests and projects, including assessing risks and impacts
  • Ensuring IT provides high value solutions
  • Contributing to the development of business cases and priorities for IT work requests and projects
  • Driving the initiation, monitoring, implementation, and completion of IT work
  • Staying current with supported business area solutions
  • Providing guidance to both IT and the business process owners in continuously improving processes and technology solutions
  • Ensuring that IT standards and processes are adopted and followed
  • Maintain reliability of critical systems by providing 24x7 production support to the business clients as needed
  • Driving follow up on problem resolution, to ensure that root cause is understood and feedback to business clients is provided
  • Ensuring adherence to FirstEnergy Cyber Security Standards
  • Enforcing segregation of duties and proper documentation for all change requests
  • Ensuring adequate documentation of systems and processes are maintained, including Application Portfolio Database, Disaster Recovery, and Desktop Procedures
  • Champions FirstEnergy’s Core Values & Behaviors, through coaching and by personal example
  • Key system owner for Genesys: Workspace Edition, Skill Based Routing, Reporting, Workforce Management, Intelligent Workload Development, NICE, Nexidia, Virtual Placeholder and Concentrix Interactive Voice Response (IVR)
  • Managing People:
  • Providing ongoing employee performance feedback, complete check-in conversations with employees, document/track /communicate employee priorities and development plans
  • Providing mentoring for growth and development of team
  • Monitoring identified skill gaps required to support business units and creating follow-up plans necessary to close those gaps
  • Participating in the development of the operational and capital budget for IT Business Unit Support
  • Supporting other personnel-related initiatives including talent management and resource planning
  • Manage the Support of IT Initiatives:
  • Keeping updated on IT strategic initiatives
  • Understanding and following IT processes and standards
  • Assisting in establishing departmental standards, processes, and methodologies
  • Ensuring staff awareness and adoption of IT standards, processes, and methodologies
  • Leading IT process design and implementation (i.e., resource planning, Architecture Design Review (ADR), Application Development Methodology (ADM), Production Support, Communication Matrix, etc.)
  • Leading /Facilitating large workshops requiring consensus from the group and/or produces key deliverables
  • Accepting ownership and accountability of issues escalated to this level
  • Seeking involvement of correct groups and collaborating to arrive at sound decisions

 

 

Qualifications include:

  • Bachelor’s degree in Management, Business Administration, Finance, CIS, Computer Science, or a related degree with 7 years related experience required. In lieu of a degree, 9 years of related experience required.
    • Related experience includes: working on projects integrating complex systems, networks, or applications
  • Capability to develop and implement operational plans, which may include budgets, processes, and five-year road maps
  • Knowledge of ITIL concepts with a focus on configuration management, change management, and incident management
  • Capability to lead a team including coaching personnel
  • Capability to develop employees to retain a diverse workforce 
  • Ability to observe employees, assess performance, and provide feedback
  • Ability to create development plans for employees to gain necessary knowledge and skills to successfully perform their duties
  • Ability to plan for and support employees in career development opportunities
  • Strong interpersonal, communications, presentation, training & mentoring skills
  • Work effectively in a virtual team environment
  • Ability to motivate and engage employees through effective communication
  • Excellent oral and written communication skills are required for this position
  • Strong analytical, decision making, and planning skills
  • High level of accountability for work produced by a team and accepting responsibility for outcomes
  • Ability and willingness to work flexible hours, and be available for call out and after-hours support
  • Strong knowledge and experience governing multiple projects and project management principles and methodologies as well as building business cases for projects within the portfolio
  • Understanding of FirstEnergy Cyber Security Standards
  • Previous experience supporting a customer-focused business unit or regulatory environment including compliance controls is preferred
  • Solid knowledge of business units, to enable effective prioritization of work based on business need is preferred

 

#CB

 

 

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

 

FirstEnergy Human Resources Team


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