Job Description

Role and Scope of Position:
Responsible for supervising 24/7 Emergency Dispatch Operations Center. Schedules, monitors and manages daily work assignments for both Dispatch personnel and Companys field operations, including the dispatching of emergency calls related to public safety. Manages the dispatching of routine service calls, handles elevated customer issues and serves as liaison between Field Operations and Customer Care. Responsible for meeting PURA/DPU compliance requirements with respect to gas emergencies, associated reporting and follow-up investigations.

Responsible for supervising 24/7 Emergency Dispatch Operations Center. Schedules, monitors and manages daily work assignments for both Dispatch personnel and Companys field operations, including the dispatching of emergency calls related to public safety. Manages the dispatching of routine service calls, handles elevated customer issues and serves as liaison between Field Operations and Customer Care. Responsible for meeting PURA/DPU compliance requirements with respect to gas emergencies, associated reporting and follow-up investigations.

Essential Functions:

* Manages the scheduling and coordination of dispatch work force personnel, on a twenty-four hour, seven days a week basis, to meet constant fluctuating work flows, resulting primarily from customer requests and emergency conditions.
* Provides guidance and direction to determine the nature and extent of both emergency and routine trouble calls. Directs the assignment of appropriate service personnel based upon the nature of the trouble call, monitors progress and adjusts work force as needed.
* Manages dispatching policies and procedures: develops implements and monitors the effectiveness of department policies, including the effect on public safety, maintenance, meter services, customer service and PURA/DPU requirements.
* Collaborates with both Field Operations and Customer Care to manage the daily routing and scheduling of work orders throughout the Gas system.
* Performs emergency On-Call duties for Dispatch and Storm Duty as assigned. Oversees field activities and maintains continuity while working jointly with Gas Management during emergency or incidents on the Gas distribution system.
* Manages the daily routing and scheduling of field operations personnel throughout the Eversource system. Develops, implements, and monitors the effectiveness of customer service and mechanic work assignments.
* Manages customer information activities for Dispatch relative to Meter Services Mechanics, IT, Telecom and Customer Care regarding informational requests, meters and service requests, customer inquiries, requests to turn service on or off, service interruptions and emergencies.
* Investigates and reports on late gas emergency responses. Provides reports to PURA/DPU as required.
* Collaborates with other departments to develop enhancements and modification C2, CIS, CAD, Clickserve and related systems and equipment to meet field needs, corporate mandates, legislation, regulation and internal control requirements.
* Manages the assignment of After Hour emergency markouts using TelDig and CBYD to field personnel.
* Oversee and manage the automated call out process using the ARCOS system used after hours for field personnel.
* Manages Meter Services support function that performs order closing, timesheet input, red tag policy, demolitions, coordination with Building Inspector and PT appointments.
* Reviews and approves time, purchase requisitions and invoices related to department activity.
* Develops employees through the use of performance management, coaching, performance reviews and training. Effectively promotes a continuous learning environment.
* Resolves employee issues and concerns in a fair and timely manner and creates a positive and safe work environment supporting exchange of ideas and opinions.
* Develops and monitors operating budget for Dispatch support functions.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

* Demonstrated leadership abilities with the capability to direct the work of others.
* Ability to work in a high-pressure environment.
* Excellent communication skills.
* Knowledge of metering, regulation and gas fired equipment.
* Knowledge of customer service activities and customer relations.
* Good working knowledge of, or ability to learn, C2, CIS, CAD systems, Clickserve, ACRS, ARCOS, Wordnet and Workstation.

Education:

* Bachelors degree in Business or related field, or equivalent related experience

Experience:

* Five + years of related experience. Gas experience is a plus.

Working Conditions:

* This is a Safety Sensitive position and subject to random drug testing.
* Must be available to work emergency restoration assignment as required.
* Must be available to travel between MA/CT/NH as necessary.
* Work is performed primarily in an office environment which requires sitting, standing, walking, and using computers and telephones. Travel to other company locations between MA and CT is required. Travel to other non-company locations to attend training may also be required.

Mental Aspects:

Work includes calculating, comparing, extracting, defining, documenting, coordinating, implementing and presenting. This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving significant business commitments and results. Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential information.

Leadership Behaviors/Competencies:

Set and Communicate Direction and Priorities

* Communicate priorities and goals (company, department, team)
* Show how employees work fits in
* Provide business updates, news
* Communicate, communicate, communicate

Build Trusting Relationships

* Role model honesty/integrity in communication and action
* Balance getting results with concern for individual needs
* Have honest dialogue with employees; get to know them

Manage and Develop People

* Set realistic performance objectives and expectations
* Give ongoing, honest feedback; coach for success
* Recognize good performance
* Visit crews in the field
* Remove obstacles to day-to-day performance
* Provide tools, information, training

Foster Teamwork and Cross-functional Collaboration

* Encourage cooperation/remove obstacles between work groups/departments
* Encourage collaboration/peers helping peers

Create a Diverse, Inclusive Workforce

* Ask for employee input on work process/practice improvements and before implementing change that will affect them
* Encourage ideas

Lead Change

* Deliver effective, positive communications about change to your team
* Exhibit a can-do attitude to successfully implement changes in priorities and work processes
* Respond positively to new demands or circumstances

Focus on the Customer

* Ensure that everyone on the team understands our customer promise and provides superior customer service
* Be a role model for the team on delivering superior customer service

Worker Type:

Regular

Number of Openings:

2