Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? Aposition at Xcel Energy could be just what you’re looking for.

Position Summary
Manage and provide direction for Outdoor Lighting billing, customer support, systems training and project management. Supervise the daily operations of a call team, handle escalated customer inquiries and issues, support employees, monitor performance, set goals, problem solve and implement process improvements.
Essential Responsibilities

• Responsible for the planning, organizing, monitoring and work direction for service center. Coach and develop employee skills to meet operational needs. Lead the team in problem analysis and resolution on customer service issues and respond to inquiries from key internal and external stakeholders.
• Responsible for partnering with the development and implementation of process improvements in response to industry changes or organizational needs. Oversee work of bargaining and non-bargaining personnel to ensure conformance of these procedures. Responsible for the development, maintenance and training of department policies, procedures and processes. Assure quality and adherence to standards and regulatory rules. Develop, communicate and maintain uniform and consistent departmental processes.
• Interface with staff and industry experts to identify technical changes and enhancements. Understand and document customer and business needs and adjust processes and technology to create and design new processes, organization and technology. Acts as a subject matter expert for related computer systems and processes. Lead the development, documentation, and implementation support of processes or systems.
• Manage performance of work team through clear communication of expectations, engaging team in work completion and process improvement. Administer bargaining unit agreements. Staff positions and apply company protocol on all grievances, discipline and performance measures.
• Maintain communication with internal and external customers and respond to inquiries in a timely manner. Represent Outdoor Lighting in customer, contractor and interdepartmental meetings and provide information for regulatory strategy development.
• Responsible for planning and managing employee training needs. Ensure technical and compliance training is identified and completed on time for work team. Hold team accountable for participating and applying training. Participate in the training process by establishing needs, contributing to the development, providing on-the-job training, and ensuring training effectiveness is assessed.
• Establish, monitor, and track processes to ensure regulatory compliance. Coordinate the execution and documentation of work in accordance with company policies and procedures, labor agreements, and regulatory standards. Ensure required compliance/technical training is completed.

Minimum Requirements

• Bachelor's degree or equivalent work experience.
• Three years of experience in Construction, Design or related field.
• Demonstrated skills in leadership, problem solving, team building, and decision-making.
• Working knowledge of computer systems.
• Must be self-motivated and results oriented.
• Preferred: Informal leadership or supervisory experience.
• Demonstrated experience working as/with bargaining unit employees.
• Prior call center experience.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $69,700.00 to $99,100.00 per year

This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 05/20/24

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ACCESSIBILITY STATEMENT
Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.