PRIMARY PURPOSE OF POSITION
- Plan, direct and monitor the activities of Customer Services bargaining unit or non-exempt line employees. Maintain and deliver optimum quality of service to customers, and maximize employee productivity. Implement standards and programs to improve processes and increase customer satisfaction.
- Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
PRIMARY DUTIES AND ACCOUNTABILITIES
Accountability
- Direct bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work within the area. Schedule overtime when required. Develop scheduling process to create efficient processing of workload among employees. Review and approve daily reports on expenditures (e. g. daily time sheets). 35%
- Evaluate employee performance and develop programs / meetings to enhance employees job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. 25%
- Design, implement, and monitor identified process/procedural improvements. 10%
- Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needs 10%
- Establish and maintain a safe work environment for subordinates within the department 10%
- Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department 10%
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Exelon Corporation
10 S Dearborn St - 37th Fl
Chicago
Illinois United States
www.exeloncorp.com
