Lead, Regional

Job Summary:

Optimizes customer experience across regional offices by driving process, technology, and procedural improvements to elevate service delivery and support strategic company objectives.

Job Description:

• Monitors the performance of customer service personnel in regional offices, ensuring compliance with standards of excellence and consistent driving service quality.

• Recommends and guides work teams to enhance skills and improve overall performance, fostering a culture of continuous growth and accountability.                            

• Acts as liaison between management and operational teams, facilitating effective communication and alignment with strategic objectives to optimize regional operations.

• Addresses and promote positive relationships among employees and customers, reducing workplace disruptions.

• Oversees, coordinates and manages cases referred by government agencies, private entities, or residential customers, ensuring timely resolution and compliance with regulatory requirements.

• Supports the supervisor or manager during scheduled and unscheduled absences, maintaining operational continuity and always ensuring leadership presence.

• Contributes to strategic planning by identifying process improvement opportunities and supporting the development and implementation of best practices.

• Demonstrates and reinforces adherence to company policies and procedures within the team to foster a culture of accountability and compliance.

• Coordinates and supports the execution of restoration tasks and preparedness exercises to ensure the team’s effective emergency response.

• Takes initiative to perform supplementary responsibilities within scope of expertise to enhance team performance and adaptability.

Additional Job Description:

Education

• Bachelor’s Degree in Business Administration or related field.

Experience

• 3 years of experience with functional role responsibilities.

• Experience in team coordination, task delegation, and performance management (directly or indirectly).

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role

• Associate’s degree in a relevant field may substitute when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience performing a previous position as Lead, Team Leader or Specialist role.

• High School or equivalent (GED) when accompanied by a minimum of 8 years of experience performing similar functions described and at least 5 years of experience performing a previous Lead, Team Leader or Specialist role.

Competencies (Skills)

• Ability to lead and manage high performance teams.

• Excellent analytical skills to evaluate and improve customer service processes.

• Ability to manage conflicts and foster effective interpersonal relationships.

• Proficient in technology tools and customer service management systems.

• Strong verbal and written communication skills.

Licenses/Certifications

• Valid Driver’s License

Travel Requirements

• 80%

Physical Demands

• Stationary Position: Constantly

• Pushing/ Pulling/ Reaching: Frequently

• Kneel: Seldom

• Grab: Frequently

• Bend: Seldom

• Lift/Carry over: 0 - 15 pounds

Working Conditions

• Wet or humid: Seldom

• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.