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PPL Corporation Business Operations Support Specialist in Allentown, Pennsylvania


Internal Title:

Business Operations Support Specialist

Primary Responsibilities:

  1. Configure and maintain business systems for customer service operations.

  2. Document and maintain configuration files and business system documentation and records.

  3. Configure, monitor, report, and audit automated processes, including outbound calling campaigns, email, and other communications, to ensure systems and processes perform as expected and adhere to SLA agreements and State and Federal laws and regulations.

  4. Monitor production issues and serve as Business POC for all systems issues, escalations.

  5. Assist with the planning, evaluation, and implementation of functionality and features including but not limited to IVR/ IVA, Web, email, Chat, SMS 2-way Text, Speech Analytics, Bots, CRM, Agent tools, and interaction routing strategies.

  6. Partner with Business and Innovation Delivery Project Teams to build business case requirements for new systems and features, coordinate system testing and ensure enhancements of systems and integrations run accurately and efficiently according to business requirements.

  7. Support release roll-out and deployment plans, contingencies, and back-out plans.

  8. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

  9. The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Requisition ID:


Position Summary:

The Business Operations Support Specialist serves as the primary point of contact for our critical business systems and applications affecting the day-to-day operations of the customer service team. As a Business Operations Support Specialist you will be responsible for system configuration, optimization, and change management, as well as initiating, tracking, and managing escalations to the information technology team. You will manage a range of different types of enterprise systems which requires broad business process and systems thinking to ensure our systems are integrated, optimized and available for our customers and service teams.

You will work closely with the PMO and IT teams as new systems and enhancements are transitioned to steady state operations. You will also work with business partners across core platforms and departments to enhance configurable system processes and automation flows that ensure operational efficiency and maintain a positive user experience.

Recruiting Location:


Basic Qualifications:

  1. Bachelor's Degree, preferably in Business or Information Technology or equivalent work experience

  2. You are curious, detail-oriented, and a proactive problem solver.

  3. You do not fold easily under pressure.

  4. You function well in a team environment, but don’t mind flying solo.

  5. You communicate well both verbally and in writing.

  6. You think big picture without losing sight of the details.

Regular or Temporary:


Preferred Qualifications:

  1. Agile project management process experience

  2. Experience working in a call center environment.

  3. Familiarity with skills-based call routing

  4. Experience with tools like Twilio, Sitecore, Salesforce, etc.

  5. Bachelor’s Degree in Business or Operations Management

  6. Business process improvement experience

  7. Familiarity with systems thinking.

Full-time or Part-time:


Corporate Summary:

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities - Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities - provide an outstanding service experience for our customers, consistently ranking among the best in the United States and the United Kingdom. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 10 million customers in the U.S. and the U.K. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees around the U.S. and abroad.

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