Program Services CARE Supervisor [REMOTE]

Join the Clean Energy Revolution

Become a Program Services CARE Supervisor at Southern California Edison (SCE), and build a better tomorrow. In this job, you'll provide direction and monitoring of tasks for the contingent worker (CW) workforce in Program Services. This role influences CARE program decisions and is responsible for regulatory compliance and audit proof work products.

This position requires a keen ability to analyze and make timely organizational level impacting decisions balancing program and customer needs. Program Services leaders are primarily responsible for maintaining California Public Utilities Commission (CPUC) service level agreements and compliance. This position also establishes performance metrics, develops systems, and reports that contribute to a high performing culture. You will assist the Senior Supervisor in maintaining budget levels, departmental resource planning, and forecasting. You will also be responsible for onboarding and offboarding of contingent workforce. At times, will be required to assist overseeing full-time employees in the absence of the Senior Supervisor.

As a Supervisor, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life - Get ready to think big, work smart and shine bright!

• Plans, executes, and supervises the day-to-day activities for CWs in the Income Qualified Program (IQP) department of Program Services, which includes:
  • Monitor processes/procedures to align all new compliance regulations, state and CPUC mandated changes. Communicate changes to all partners, update training documents and Energy Advisor tools.
  • Daily resource planning and work assignments to meet IQP Service Level Indicators (SLI) and manage backlog.
  • Resolve escalated issues, including Executive and Consumer Affair complaints.
  • Coordinate weekly in office activities for mail and upload of CARE scheduling, safety, work assignment, etc…
• Responsible for providing a safe work environment, which includes:
  • Enforce safety rules and policy, and investigating occurrences, which may result in corrective action, as appropriate.
  • Observes CW work habits and behaviors in office and remotely, documents observations, and works with contingent desk to address corrective measures to ensure CW are working in a safe and ergonomically correct manner, aligning with organizational expectations in the area of safety.
• Support department performance metrics and compliance, which includes:
  • Evaluates CW performance by utilizing tools like Productivity Central and Sharepoint to track performance.
  • Provides training to CWs in areas specific to key performance indicators and standards of conduct defined by the Operating Unit and SCE policy.
  • Participate in internal and external program audits. Provide all documents requested by auditors, provide recommendations to audit team based on results of findings, draft and distribute audit summary to management and update process and procedures to ensure regulatory compliance across all programs.
  • Support internal recognition program and assist Senior Supervisor in coordinating formal events.
• Responsible for providing subject matter expertise on policies, processes, and procedures regarding CARE/FERA for project teams leading strategic initiatives., which includes:
  • Collaborate with program managers in Customer Programs & Services, Program Coordination and Support, Customer Engagement Division, Agile1, and Consumer Affairs to align process and influence decisions to meet key SLIs.
  • Consult on complex issues with external partners, e.g. CPUC and joint utilities, to identify deficiencies and streamline processes to meet new and existing compliance regulations.
  • Identify and support implementations of automations in KOFAX, Robotics, EMAPS, iEnergy and Productivity Central to meet approved budget goals across all programs.

The essentials

• One or more years combined experience performing or supervising function.
• Proficient knowledge of call center customer programs, processes, practices, policies and procedures.
• Knowledge of applicable governmental and regulatory laws and requirements.

The preferred

• Proficient knowledge of metrics and tools, such as Productivity Central, Sharepoint, Reporting, iEnergy, SAP, etc...
• Experience with budgeting and resource planning.
• Five or more years of CARE/FERA program experience.
• Experience with energy and/or utility.

You should know

• The position's work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We're fueling the kind of innovation that's changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you'll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.