Customer Care Center Supervisor - Training at Southern Company in Gulfport, MS

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