Description:
Provide direction and support to a team of employees within the Builders Call Line by managing daily operations, assist in completion of daily work as needed, support employees, monitor performance, set goals, problem solve and implement process improvements.
Essential Responsibilities
- Provide leadership, counsel, and support developmental opportunities for employees to meet operational needs of the organization.
- Monitor and evaluate individual performance. Conduct periodic performance reviews and discussions. Manage performance of work teams through clear communication of expectations, engaging team in work completion and process improvement, giving recognition, and using positive discipline. Administer bargaining unit agreement as applicable. Conduct staffing and selection process for bargaining and non-bargaining unit positions. Apply company/union protocol on grievances, disciplines and Peer Group Resolution and performance measurements.
- Responsible for planning and managing employee training needs. Ensure technical training course work is completed on time. Hold team accountable for participating and applying training. Participate in the training process by establishing needs, contributing to development/design, providing on-the-job training, and ensuring training effectiveness is assessed. Assist with informational data with hired contractors to ensure process quality maintained.
- Create daily, weekly, and monthly plans based on staffing levels that will meet goals set by the department.
- Assist in the development and implementation of process improvements in response to industry changes or organizational needs. Oversee work of team to ensure conformance with these procedures.
- Responsible for the development, maintenance and training of department policies, procedures, and processes. Assure quality and adherence to standards. Develop, communicate, and maintain uniform and consistent departmental processes.
- Address and resolve escalated customer questions and inquires related to requests of design and construction services.
- Interface with Xcel Energy personnel and industry experts to identify technical services benchmarking. Establish objectives for technical excellence and standardization. Understand and document customer/business need and adjust processes and technology with key business partners to create and design the new process, organization, and technology. Contribute as a subject matter expert (SME) as related to Builders Call Line system processes. Lead the development, documentation and implementation support of end-to-end processes that impact Builders Call Line.
- Serve as liaison between design engineering and construction management and their work team. Understand and communicate the alignment of Xcel Energy goals. Coordinate with all other company groups for the purpose of planning, establishing, and maintaining the effective use of the Builders Call Line group. Participate in meetings requested or required to provide department scope, purpose, and support informative educational opportunities regarding BCL department processes with internal and external company organizations. Communicate with and establish effective working relationships with external entities and internal organizations outside normal span of control to maximize efficiency and responsiveness. Improve outer department and external customer communication.