Senior Supervisor, System Operations Center

Please note: Authorization to work in the United States is a precondition to employment in this position. Eversource will not sponsor candidates for work visas for this position.

At the senior level, supervisors will be responsible for providing overall coordination and leadership of dispatching activities, integration of new technology, services, workforce management and workflow processes, coordination and scheduling of functions to ensure smooth operations of the Control Center, and coaches and mentors other supervisors.

The senior level will have lead accountability for administration. This position is the critical driver in improving the overall outage and event response and for driving and improving system reliability metrics. It is also the key to managing the restoration projections and messaging to all the Eversource customers. The senior position will have ultimate responsibility of the room performance and atmosphere. Performs the Manager’s functions in the Manager’s absence.

The Senior Supervisor will make the final decisions regarding restoration and system configuration issues. Responsible for keeping Senior Management and internal stakeholders well informed of significant system, safety and reliability issues.

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.

Essential Functions: 

• 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.

Qualifications:

Technical Knowledge/Skill: 

• Knowledge of utility Transmission and Distribution system design, operations, maintenance, and construction principles and practices, safety standards and business processes
• Plan