Manager

Position Overview

Under general direction, assists the Director-CSD, Executive Director, and the Chairman and Commissioners in determining and achieving the Commission's goals and objectives, including developing, implementing, and litigating policy proposals that address current and future regulatory issues and selecting action plans to implement policy. Assigns work to staff members and monitors workflow in order to ensure timely and responsive service to the public regarding their concerns with regulated entities. The Manager-Counselors will be responsible for the overall management of his/her area within the Division. The position is responsible for evaluating staff performance and makes recommendations to management regarding disciplinary matters, staffing, budget and operational issues within the Division.

Essential Functions

• Responsible for day-to-day supervision of consumer counselors and program coordinators; includes approving time-off requests, evaluating job performance, and assisting with recruitment efforts. Monitors workload and adjusts staff duties and responsibilities to ensure that work is being performed in a customer-service oriented fashion so that consumer complaintsare handled in a timely, efficient and responsive manner. Trains staff on ICC procedures and reviews work of subordinate staff and recommends remedial action to Director as needed.
• Assists counselors with difficult casework, escalating matters to management of regulated utilities when necessary. Analyzes trends in utility behavior, determining the appropriate response when concerns arise. Fields supervisor calls upon request. Provides guidance to counselors when circumstances dictate changes in our approach to casework.
• Coordinates the activities of the Program with the Division policy analysts and Director. Works with the Office of General Council and Information Technology to produce information from our complaint database for the fulfillment of FOIA requests and for requests from the Off ice of the Attorney General, interfaces with other Divisions within the Commission on matters of concern to the Program area, subject to the review and approval of the Director-CSD.
• Coordinates with Program Coordinators to implement new policies and procedures. Monitors ongoing projects to ensure completion within established guidelines, timelines, and budgets. Ensures project outcomes are consistent with both established project goals and the policies and objectives of the Division, Executive Director, and the Commission and, finally, that products meet established quality standards.
• In conjunction with Program Coordinators, interfaces with Information Technology regarding our evolving business system needs. Utilizes Program Coordinators to develop and implement the Program's professional training and development policy.
• Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to the completion of four years of college, preferably with courses in business, management or public administration.
• Requires a minimum of five years' experience in the utility regulation industry.

Preferred Qualifications

• Prefers two (2) years of supervisory experience.
• Prefers superior oral and written English communication skills.
• Prefers extensive knowledge of the personal computer and its related software applications and programs.

Employment Conditions

• This position requires the applicant to pass a background check and self -disclosure of criminal history.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.