This position is responsible for providing business support, strategic vision, as well as technical support for enhancements, development and selection of systems and interfaces for customer service functions. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care, Property Manager Portal, Energy Assistance Portal, CTI Screen Pops, Internal and External Self-Service Knowledgebases, Internal websites/team sites, employee performance dashboards, Power BI, DataMart, Avaya phone system, Avaya OneX Agent, teleworking technical support, Citrix virtual desktops, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between customer service and technology teams at MPC and the Southern Company Technology Organization with responsibilities that include serving as program managers (PM) and/or subject matter experts (SMEs) as needed for Customer Engagement system initiatives. 

JOB REQUIREMENTS:

Education:

Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred  Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire. 

Experience: 

3 or more years of experience in an operational, technology, or customer service support role required Experience working with customer relationship management (CRM) applications required Project management experience preferred

Skills and Knowledge 

Proficiency in Microsoft Power BI, including experience in creating dashboards, reports, and data models to support business decision-making highly preferred. Ability to analyze data and present insights effectively to stakeholders is required  Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus  Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels  Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders  Ability to work effectively with leaders, peers, and vendors  Strong project management skills, with experience managing projects from beginning to end with minimal assistance  Management of the Avaya workforce optimization software  Excellent analytical, organizational, and problem-solving skills  Ability to make sound decisions with minimum or no supervision • initiative and personal accountability  Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines  Ability to work effectively in a team environment and assume a leadership role on project assignments 

Behavioral Attributes: 

Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance  Demonstrate personal initiative and accountability in all aspects of performance  Consistently sets and maintains high performance standards  Builds teamwork and trust  Consistently contributes to team and organizational success

MAJOR JOB RESPONSIBILITIES: 

Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions  Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications  Perform analysis on system enhancements and requests; write formal change requests for changes  Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts  Prepare business cases: present proposals to peers, management and system-wide committees  Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results  Serve as subject matter expert (SME) for customer service and technology needs  Develop and maintain strong working relationships with internal and external stakeholders and vendors  Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company  Provide accurate and timely reporting for performance data  Produce routine and ad hoc reports to meet requests as needed  Communicate system changes to key stakeholders and users and provide training for major change impacts  Identify and implement process efficiencies