The Manager, Customer Care Systems Testing, leads a team of business unit resources to conduct business process, user experience and system testing to meet business goals within Customer Care. The incumbent will work in close partnership with internal stakeholders (e.g. Customer Care Operations, Information Technology Team, Regulatory, etc.) to protect the interest of customers (from inaccurate bills, poor customer experience, missing payments, website issues, etc.), meet regulations, resolve defects to existing Customer Care systems and to advance long term technology road map initiatives to meet divisional and/or organizational requirements.
KEY RESPONSIBILITIES:
- Manages the centralized planning, scheduling, monitoring and control of testing activities and tasks for all Customer Care systems to protect the interest of customers (from inaccurate bills, poor customer experience, missing payments, website issues, etc.), meet regulations, resolve defects to existing Customer Care systems and to advance long term technology road map initiatives for customer care operations.
- Schedules tests for execution, monitors, measures, controls and reports on the test progress, product quality status and test results, adapting the test plan as needed to adjust to evolving conditions.
- Plans the test strategy, obtains stakeholder agreement, and determines all required elements to be tested (and on which systems), leads the team to develop test scripts and execute system testing, testing schedule, resources and testing quality.
- Leads a team of business unit resources to conduct business process and system testing in support of new/proposed changes to existing customer care information systems and data.
- Manages teams’ day-to-day performance and productivity related activities performed by union and administrative support resources; including safety, attendance, engagement, and training and development activities.
- Provides coaching and feedback to motivate and engage employee outcomes in the attainment of organizational goals and objectives; acts to address gaps in performance which may impact outcomes.
- Works with the business stakeholders and Information Technology to schedule and promote changes into the production environments.
- Reviews, develops and provides input to documents and business processes to support best practices.
- Acts as the key business resource to provide customer care testing expertise for multiple concurrent projects and initiatives.
- Works with Customer Care and Information Technology project leadership to set objectives, timelines, priorities and scope expectations.
- Develops work plans, provides project status updates for projects and establishes quality standards and milestones. Identifies any skill gaps and makes recommendations for training and/or education sessions for the identified test resources.
- Supports the strategy and customer care technology roadmap identified for projects and partners with IT to provide exceptional quality on deliverables.
- Builds and maintains relationships across Customer Care, Information Technology, Regulatory, Legal, etc. to obtain knowledge/understanding of current and future system functionality and enhanced offerings. Devises the test objectives, test strategies and test plans, and obtains agreement from impacted stakeholders.
REQUIREMENTS:
- Bachelor’s Degree (major in Business Administration is preferred)
- Five (5) years’ experience with system testing, analysis of business processes, identification of improvement opportunities, and/or development of new processes
- Three (3) or more years’ experience with customer information systems design and testing
- Three (3) to five (5) years of project/leadership experience (direct people leadership experience preferred)
- Project Management Professional (PMP) preferred
- Operational experience in a contact centre and/or accounts receivable environment
- Experience creating goals and developing strategies to achieve the goals
- Knowledge of customer care operations, regulatory environment, and information technology systems
- Knowledge of customer experience programs and customer service processes both functional and technical, including process mapping experience
- Strong analysis skills coupled with business knowledge in the utility sector
- Knowledge of systems related to customer services; AMI (Advanced Metering Infrastructure), customer billing, payments and collections ystems, customer self-service, mobile applications.
- Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
- Strong facilitation and stakeholder management skills
- Problem solving and decision-making skills
- Demonstrated superior verbal and written communication skills
- Demonstrated project management abilities and understanding through hands-on project management experience
- Demonstrated abilities of working collaboratively with multiple work groups
