IT Supervisor - Contact Center & My Account

IT Supervisor – Contact Center & My Account

JOB SUMMARY

This position is responsible for the GAS Contact Center, and My Account technology group within the customer technology pillar for Southern Company Gas applications used by GAS Distribution Operations for our state regulated Local Distribution Companies (LDCs). This includes full software development lifecycle of end-to-end Contact Center, and My Account technology program and project delivery, and Contact Center, and My Account technology production support and maintenance. This leader will drive a seamless Contact Center, and My Account delivery that will deliver technology that increases innovation and efficiency. This leader will ensure the GAS Contact Center, and My Account roadmap and technology portfolio align with the overall GAS Technology Delivery strategy, roadmap and goals including ensuring GAS Contact Center, and My Account Technology is simplified and readily supported. This role is responsible for ensuring operational excellence through continuous metric driven improvement providing highly reliable and high-quality technology solutions and support through appropriate design and highly engaged customer service. This position collaborates across Technology Organization (TO) leadership to ensure effective delivery. This leader is responsible for 10 - 14 IT (Information Technology) professionals, including ten (10) employees plus approximately four (4) contractors across various geographic locations. This position is responsible for managing a $1M - $5M annual technology budget with responsibility for a project portfolio of $1M – $5M.

The position requires business and technology acumen to drive solutions, support and progress that ensure the continued success of the portfolio. This leader influences through active participation in customer activities, and leverages business and technical resources from across the organization to ensure the timely delivery and support of effective business solutions. The position is responsible for the successful implementation and execution of new solution development. This leader will leverage current products for new solutions, influence consolidation and application rationalization. This position will influence simplification of solutions to minimize customization and improve supportability. This leader will also be responsible for the thought leadership on technology direction and decisions based on emerging technologies, industry trends, best practices, and sound business processes for certain business partners. This includes defining and supporting investments that enable the achievement of business objectives and advance the company’s capabilities to provide a competitive advantage. This position is responsible for promoting and supporting the realization of what is possible with technology. In close partnership with GAS Business Operations Technology Services (BOTS), this position supports GAS business partners on the Customer Operations Technology Advisory Committee.

This position reports to the Director, GAS Customer Technology.

MAJOR JOB RESPONSIBILITIES

• Applies leadership and strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets of Southern Company Gas.
• Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business.
• Support and implements a comprehensive Customer Experience (CX) technology roadmap in the Contact Center and My Account area for the supported business.
• Drives innovation and leverages technology to create value and transform the business.
• Establishes and maintains excellent working relationships and partnerships with leadership throughout Southern Company Gas and external vendors and suppliers.
• Designs technology solutions that are common where possible and custom where it counts.
• Drives and simplicity of design to ensure highly available systems where needed and maintainability of the ecosystem.
• Creates an overall technology budget and manages financial performance.
• Hires, develops, rewards, and retains a highly qualified and diverse technology leadership team.
• Establishes and enforces appropriate technology and business policies, practices, and processes.
• Acts as a student of business and technology, anticipating future needs and directional shifts in both the technology and energy industries.
• Creates an environment that fosters accountability, innovation, and engagement at all levels.

JOB REQUIREMENTS

Education

• A degree in Computer Science or a related field is required. An advanced degree is desirable.

Experience and Knowledge

• 10 or more years of experience in IT, with at least 5 years of experience managing multiple, medium-to-large- sized and cross-functional teams.
• Comprehensive knowledge of information technology with an extensive understanding of application development technologies and methodologies.
• Broad knowledge of contact center software and business functions.
• Experience establishing and defining a comprehensive Contact Center, and My Account and roadmap that meets the strategic and operational objectives of the business.
• Broad knowledge of the utility business functions and an understanding of how the Technology Organization adds value to these organizations.
• Building strong leadership teams and high performing organizations.
• Leading and operating in a fast paced, real-time operational environment with changing business dynamics.
• Experience with Waterfall and Agile delivery.
• Broad understanding of System Development Lifecycle (SDLC).
• Solid foundation in information Technology Infrastructure Library (ITIL).

Skills

• The ability to lead and manage through change. Recognized as a change agent.
• Knowledgeable about current and future technology trends with the ability to scout and deploy industry-changing technology.
• Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, and with vendors/ suppliers.
• Demonstrated ability to influence key stakeholders and lead through influence.
• Team player with a collaborative approach to drive solutions for the good of Southern Company.
• Proven ability to drive efficiency through effective technology management.
• Ability to operate successfully in a regulated environment with an understanding and appreciation of risk, compliance, corporate policy and procedures, internal controls, and regulatory requirements.
• Demonstrated ability to connect the dots and apply sound business judgment.
• Ability to attract top talent and build high-performing teams. Demonstrated ability to lead, motivate and develop employees and future leaders.
• Recognized as an outstanding people manager with the ability to delegate responsibility effectively.
• Excellent oral and written communication skills, including communicating complex technical topics to various audiences.
• Excellent customer service skills that exhibit initiative and follow-through to meet customer commitments.
• Ability to synthesize large amounts of information, determine solutions, and make quality and timely decisions.

About Southern Company

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million 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 solutions provider 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 customers' and communities' needs while advancing our goal of net-zero greenhouse gas 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 has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. 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: 17199

Job Category: Information Technology

Job Schedule: Full time

Company: Southern Company Services