The Customer Care Center Training Supervisor provides leadership and strategic direction for all aspects of customer service-related training. This position is responsible for outlining annual training plans that support the onboarding and training of new customer service employees as well as support the ongoing training needs of existing employees. This position is expected to work closely with leaders within and beyond the CCC to best assess current customer service-related training needs, anticipate future training needs, and develop training plans in support of both. The CCC Training Supervisor will play an integral role in ensuring customer service employees are trained and highly proficient in Service Cloud to support business readiness criteria ahead of C2M implementation. This position will also be responsible for leading and managing a team of Customer Service Analysts/Trainers responsible for training delivery, curriculum content and business support, and assessing employee training needs. On-call supervisor rotations in support of 24/7 operational needs and playing an active role in storm restoration efforts is expected.
JOB REQUIREMENTS:
Education:
- College degree is highly preferred
Experience:
- Experience in contact center, business office, Billing Services, Marketing, customer operations or related business area is required
- Experience in content development and/or instructional delivery is highly preferred
Skills and Knowledge
- Extensive knowledge of CSS
- Extensive experience in customer service policies and procedures and billing functions
- Demonstrate a clear commitment to Service Cloud utilization through personal usage and promotion within customer service teams
- Broad knowledge of company operations and customer-impacting business functions
- Basic understanding of accounting principles and practices
- Familiarity with rate structures and regulatory processes
- Ability to effectively manage and lead through a broad spectrum of business and employee needs
- Knowledgeable on adult learning principles and varied training delivery methods and tools
- Demonstrate excellent interpersonal skills and seasoned judgment
- Exhibit a strategic approach to problem solving and employee development
- Exceptional oral and written communication skills and strategic vision
- Ability to understand technical concepts, process information logically, and clearly translate the content to others
- Ability to collaborate, provide direction, and interpret and apply policies/procedures effectively and consistently
Behavioral Attributes:
- Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
- Lead by example
- Serve as a change agent to support employees through go-live and C2M conversion activities and beyond
- Consistently set and maintain high performance standards for yourself and the team
- Build trust and credibility across the team by maintaining a people-focused leadership style that balances both employee and business needs
- Consistently contribute to team and organizational success by prioritizing and closing personal skill gaps to more effectively support the needs of the team
- Maintain a high degree of self-awareness and be recognized as a credible and approachable resource for employees within and outside the customer service functions
MAJOR JOB RESPONSIBILITIES:
- Provide leadership and strategic direction for all aspects of customer service-related training
- Outline annual training plans that support the onboarding and training of new customer service employees
- Support the ongoing training needs of existing employees
- Oversee the development and delivery of training content, incorporating adult learning principles to ensure content is engaging, effective, and relevant to the learners
- Use a variety of instructional design models and methods to create content that accommodates different learning styles and preferences
- Leverage technology and digital tools to enhance the training experience and provide flexible learning options
- Develop and implement evaluation methods to assess the effectiveness of training programs and ensure they meet the desired learning outcome
- Work closely with leaders within and beyond the Customer Care Center to assess current customer service-related training needs, anticipate future training needs, and develop training plans accordingly
- Ensure customer service employees are trained and highly proficient in Service Cloud to support business readiness criteria ahead of C2M implementation
Mississippi Power , a subsidiary of Southern Company, provides clean, safe, reliable, and affordable energy to more than 192,000 customers and communities in 23 southeast Mississippi counties. For over 100 years, Mississippi Power is a leader in customer service, workforce development and education, environmental stewardship, and employee volunteerism. The company is an industry leader when it comes to working safely, providing around-the-clock reliable service and its expert storm response. Mississippi Power has been at the forefront of innovation in the state through strategic partnerships in electric transportation and solar energy. The company has worked with the Coast Transit Authority to put the state’s first electric public transportation bus in operation and with Forrest County Agriculture High School on the state’s first electric school bus. It also partnered with the Hattiesburg Zoo on a new electric train and worked with the country’s largest Domino’s franchise to electrify its delivery fleet. Also, a leader in renewable energy, Mississippi Power partnered with the Naval Construction Battalion Center to install the first microgrid at a Navy facility. The company was among the first to introduce utility scale solar in the state with nearly 160 MW of renewable energy produced, enough to power 23,000 homes for a year. Mississippi Power’s mission is to provide world-class value to our customers and communities every day.
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 invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
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: 11476
Job Category: Customer Service
Job Schedule: Full time
Company: Mississippi Power
