Lead Work Management Specialist

Important Application Submission Information

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Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

The location for these positions is in Charlotte, North Carolina or Salisbury, North Carolina. Applicant must reside within a reasonable daily commute to a Duke Energy facility. The exact location will be determined at the time of offer based on business needs.

Job Summary:

This position is the highest level within the Work Management Specialist classification hierarchy.  The Lead Work Management Specialist assists the Supv, Work Management Support with daily operations and serves as the team lead and functional lead for all WMS work. Provide leadership and support to the Work Management team and maintaining excellent customer service to operations, management, and customers. Ensure team safety in order to eliminate injuries and support achievements of Distribution, Customer Experience & Services goals, actively seeking to identify and meet customer needs; and impacting financial performance by eliminating rework and providing feedback on performance issues.

Responsibilities:

Provides leadership and support to the Work Management Specialist team

• Overall Senior Career level knowledge

• Assumes supervisory role in absence of WMS Supervisor

• Proactively collaborates with peer team leads to manage employee schedules, workload and resource availability by backfilling, shifting work and making adjustments as necessary in order to meet business needs

• Validates accuracy of time entries

• Creates requests for program and system accesses for new hires and necessary changes for existing employees

• Identifies, coordinates or facilitates training

• Fosters effective change management by implementing, maintaining, and sustaining processes and standards within Distribution, Customer Experience & Services

• Supports Work Management Specialists as a subject matter expert providing guidance for difficult tasks, customer situations, technical system questions, or other work-related challenges

• Encourages and administers safe work habits and behaviors within the work group

• Maintains confidential information in a professional and discreet manner

• Promotes individual and team effectiveness by maintaining knowledge of processes, policies, and computer applications including creating and updating job aids

• Promotes effective cost management by ensuring timeliness and accuracy of work

• Monitors compliance of company policies and procedures

• Provides feedback on performance to individuals and Work Management Supervisor

• Develops, maintains, and reports results of employee performance metrics to Work Management Supervisor

• Assists Work Management Supervisor with other tasks as needed (root cause analysis, meeting attendance, etc.)

• Monitors and audits queries broadly to ensure process guidelines are being followed - reports back to supervision if needed.

• Ensures work is scheduled and managed to meet an established timeline. Thorough adherence to established due dates is followed - ensure lower level of specialist are knowledgeable of the timelines.

• Create and maintain SharePoint for job aids, district coverage guides, district contact information, processes, etc.

Maintains excellent customer service to operations, management, and customers

• Proactively collaborates with other work groups to ensure desired customer experience

• Ensures efficient and effective workflow across all work groups

• Represent Work Management Specialist by attending meetings as needed

• Communicates policies and procedures to internal or external parties

• Provides on-going project support including research and analysis

• Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)

• Prepares for and provides emergency restoration support including dispatching, updating, completing, calling emergency locates, reporting oil spills, model outages by opening and closing devices up to 200amps, and allocating event assignments to damage assessors and clearing events in outage management tools

• Serves as an on-call person for after hours extended outages, creates outgoing telephone message to give customers information regarding the outage, then uses Swampfox to upload the customer list and make the phone calls.

Basic/Required Qualifications:

• High School/GED

• Minimum 3 years related work experience

Desired Qualifications:

• Possesses advanced, fully competent knowledge of applications used in Distribution, Customer Experience and Services

• Exhibits flexibility and dependability during normal work schedule and emergency storm restoration

• Collaborates effectively in a team environment

• Knowledgeable of Distribution, Customer Experience & Services processes and work management and related computer applications

• In depth knowledge of local ordinances, permits, and inspections

• Supports changing work environments, processes, and policies

• Possesses effective written and verbal communication and interpersonal skills

• Demonstrates good judgment in decision making

• Works independently in resolving problems, with limited supervision

• Investigative, research and analytical skills for complex work order status, auditing and corrections (materials, financials, date management, etc.)

• Critical thinking to take appropriate action to resolve issues independently and with limited supervision

• Demonstrated ability to manages external communication and resolving escalated customer situations

• Demonstrates excellent leadership skills

• Effectively manages stressful situations

• Projects a professional image

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Working Conditions:

• Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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