Supervisor-System Operations Center (CT) Job at EVERSOURCE (East Berlin)

Job Description

The Supervisor's role is multifaceted with responsibilities including work process and systems coordination, direct supervision of systems, distribution work activities, performance measurement, coaching, mentoring and various administrative duties. This position supervises control center staff who maintain systems integrity and initiate corrective action, prioritize and expedite network operations and repairs, prepare electrical system clearances and accurately maintain records, and ensures that work is conducted in a safe manner in accordance with policies, work methods, standards, switching and tagging and operating procedures.

Job Responsibility

Manages performance by reviewing and evaluating work of employees
Identifies, builds consensus and communicates performance measures and expected performance levels
Assesses and improves team and employee performance through coaching and on-the-job training
Advises dispatch personnel of new equipment, technology and functionality
Fosters an environment of teamwork, creativity and problem solving
Shares information and encourages participation in the decision-making process
Removes obstacles through communication with other areas
Ensures compliance with regulatory and company work rules and procedures
Understands and complies with the labor contract and works to resolve initial grievances
Initiates appropriate disciplinary action when required
Interacts with internal and external customers to meet service and information needs and resolve complaints
Working in conjunction with the call center and field personnel is accountable for managing customer commitments through outbound communication of information
Coordinates notification of reportable incidents to internal and external customers and stakeholders as appropriate
Collaborates with field personnel to problem solve and develop effective response plans to outage situations
Evaluates restoration alternatives and determines the optimum plan to restore the system and provide status information to customers
Calls crews to address field problems and directs field forces in restoration, maintenance and electrical clearance activities
Supervises load control and switching and tagging responsibilities of the shift
Coordinates switching operations for area generating facilities
Coordinates planned work across the processes to fulfill related service level agreements, achieve company objectives and obtain an appropriate work distribution
Analyzes requests for system element outages and assesses risk to determine whether the outage will affect customer service and/or the systems integrity
Identifies, develops and implements work process and practices improvements
Maintains awareness of weather conditions that could adversely affect Eversource operations and disseminates this information to appropriate locations and modifies operating plans as required
Prepares and distributes information regarding customer service, system conditions and historical situations to internal and external customer and stakeholders
Directs the work planning process including preparation and prioritization of work plans and schedules, resource and materials requirements and forecasts and coordination with other processes for optimal resource utilization

Requirements

Knowledge of utility Transmission and Distribution system design, operations, maintenance, and construction principles and practices, safety standards and business processes
Planning and organizational skills, project and schedule management skills including computerized trouble, work and materials management and scheduling tools
Ability to use PC desktop applications (e.g. Microsoft Word and Excel)
Working knowledge of labor contracts
Bachelor's Degree in engineering, business administration, related discipline or equivalent experience
Five (5) to ten (10) years of related experience is required. Experience in Dispatch, Transmission, Distribution, Generation and/or Field Service design and/or installation, servicing customers and change management to improve service/performance.
Previous experience is a supervisory role preferred
Must be available to work emergency restoration assignment as required
Must be available to travel between MA/CT/NH as necessary
Subject to rotating shift work including weekends and nights
At times, requires working long hours in response to outage situations and shift coverage requirements

What we offer

Eversource offers a competitive total rewards program
This position is eligible for a potential incentive

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Supervisor-System Operations Center (CT)

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