Manager Performance Effectiveness

Job Summary

The Manager – Performance Effectiveness is responsible for the design, development, and delivery of Customer Service training, quality assurance, communications and continuous improvement programs designed to inspire and equip employees to deliver excellent performance in support of department strategies and goals across all WEC utilities. 

This includes anticipating and efficiently meeting the communications and education needs of the Customer Services business unit, and ensuring that all employees have the support tools necessary (e.g. policy and procedural documentation, job aids, web based and classroom training, and other communications vehicles) to effectively perform their jobs. The Manager-Performance Effectiveness leads the quality assurance team which ensures a consistent, quality customer service experience across all Care Center locations.  The Manager-Performance Effectiveness also leads the development and reinforcement of a culture of continuous improvement and quality management across the business unit and is responsible for ensuring the consistent application of process management and improvement tools. The Manager – Performance Effectiveness also ensures the effective integration of changes in process, philosophy or approach into the business through the application of change management tools and methodologies. Assists in developing and implementing strategic direction and best practices related to CS operations training and resource management including the scheduling of work and the strategic management of the contracted workforce.  
 

Job Responsibilities

• Executes the departmental learning strategy to meet employee educational requirements and training needs necessary to support the successful achievement of goals, including large scale learning programs
• Facilitates the design of e-learning courses, classroom training, and manages external training vendor contracts
• Leads implementation of educational curriculums for occupations across the department
• Conducts needs analysis and assessments to identify educational, informational, and change management needs associated with process and system changes. Applies understanding of adult learning practices and develops and implements plans to meet those needs
• Creates and leads implementation of strategic communications plans
• Provides continuous improvement and change management support to process owners. Works proactively with others across the department and the company to foster the use of preferred methodologies and tools
• Ensures that the impact of educational, communications, process improvement, and change management efforts are measured and reported
• Works closely with other Customer Services and Customer Care Center Managers on an ongoing basis to work collaboratively, across cross functional teams, prioritize work and communicate effectively with a variety of audiences
• Represents Customer Services in corporate training and employee communications initiatives and coordinates department participation in those efforts
• Performs ongoing ‘best practice’ assessments to identify and implement best practices and continuous improvement opportunities to improve employee and process performance and effectiveness
• Coach, develop and manage staff in an open environment that encourages employee safety, engagement, participation and growth
• Provide direct reports with training and work experience opportunities necessary to ensure personal success
• Utilize project management skills to monitor and manage workload and schedule to meet required by dates
• Oversees the Quality Assurance function for internal and external Care Centers
• Ensures consistency in customer interactions through quality calibrations, quality audits, scoring of calls and quality performance data
• Manages the Performance Effectiveness budget

Minimum Qualifications

• Bachelors Degree in Communications, Business Administration, Adult Education, or a related field
• A minimum of 5-7 years of experience in the following areas:
  •    Previous supervisory experience
  •    Knowledge of Customer Service functions and business processes
  •    Experience in education and communications models and methodologies
  •    Knowledge of continuous improvement and change management theory and application
  •    Issue management and resolution experience
  •    Client relationship management
  •    Strategy definition, goal setting and prioritization experience
  •    Project management experience
  
  

Preferred Qualifications

• PROSCI Change Management
• Experience in learning and design tools and programs, in fast-paced environment (e.g. Articulate 360, Vyond, Adobe Creative Cloud Suite), LMS and LXP platforms, and Microsoft 365)