Global Real Time Operations Supervisor

4 weeks ago

Ireland Enel Chile S.A Full time

Enel X Global Retail is Enel Group’s business line dedicated to customers around the world with the aim of effectively providing products and services based on their energy needs and encouraging them towards a more conscious and sustainable use of energy.

A world leader in the field of energy supply, energy management services, and electric mobility to foster electrification, it accompanies all its customers through their energy transition, developing value-creating solutions. Enel X Global Retail offers an ecosystem of sustainable, efficient, easy-to-find, personalized products and services built around customer needs. Enel X Global Retail provides electricity, integrated and innovative energy services to over 61 million customers worldwide, households, small offices, enterprises, and municipalities.

Furthermore, around the world, it offers flexibility services aggregating 9.6 GW and has installed over 3 million lighting points as well as more than 25,300 owned public charging points for electric mobility.

About the role

Your primary responsibility will be to oversee shift operations in a control room environment (the NOC) by working in tandem with other RTO Supervisors. Responsible for the successful outcome of the shift, the Supervisor will be closely collaborating and managing the Real-Time Operations shifts daily, with a focus on the tactical management of the team.

Main KPIs: Dispatch Execution, Operator Training, Continuous Improvement, Project Delivery, Operator Engagement, After Action Reporting.

Key Responsibilities

· Supervise the Real-Time Operations Shifts

o Encourage Best Practices

o Oversee and verify dispatch and procedural execution.

o Ensures program and market compliance.

o Coordinate the NOC when necessary.

o Executional prioritisation

· Point-of-Contact for escalations

o Coordinate with DRO and maintain good communication and relationships between teams.

o Issues raised by operators for escalation to internal stakeholders.

o Inbound queries from internal and external stakeholders

o Escalation and triage of errors and misses

o Limited On-Call Hours (only at weekends or if another Supervisor is on leave)

· Reporting to the RTO Manager

o Regular meetings with the RTO manager

o Provide input for monthly reports.

o Provide feedback on operator performance and team attitude.

· Work closely with fellow Supervisors

o Shift rotation to provide 24/5 supervisory cover.

o Shared responsibility over the RTO Shift Schedule

o Prepare and Facilitate team meetings.

· Continuous Improvement and Training

o Provide training to operators (training for new hires, seasonal program changes, new program launches, etc.)

o Facilitate operator training from internal stakeholders.

o Administer Dispatch Simulations (STATs) to operators.

o Document and maintain training materials in the team database.

o Review checklist change requests submitted by operators, and implement them where appropriate.

· Manage Direct Reports

o 1-1s with operators (monthly)

· In addition, your duties may include:

o Emergency cover for operators (sickness, injury, bereavement, etc.)

o Assist manager with the hiring process (application review, phone screening, interview, recommendation to manager)

o Facilitate and lead customer NOC tours when appropriate.

Qualifications

·3+ years of experience in an operational role

· Experience in a managerial or leadership role.

· Comfortable and willing to work shifts (one-quarter of shifts will require night work)

· Proven ability to manage high-stress situations calmly and effectively, in fact, thrive in a fast-paced, open, flexible environment.

· Quick learner and a great communicator

· Adaptive to a constantly changing environment.

· Strong digital skills. You will work on multiple platforms and systems.

· An extremely high attention to detail

· Disciplined and reliable

· Native/Fluent English

· Team Player

Above and Beyond:

· Previous experience within energy management, power generation, demand response or related industries

· Previous experience with 24/7 Operations or Control Room Operations

· Previous experience in Customer Service, Marketing, or other client-minded roles

· Comfortable/familiar with the design and maintenance of complex processes

· Experience with creating or contributing to a culture of Continuous Improvement

Innovation, Trust, Proactivity and Responsibility are the core values of our organisation. We are always looking for different perspectives, ideas and points of view. Each person is important to us, independent of their gender, age, nationality, ability or any other form of diversity or specificity. We are a people-focused Company and we work to empower all our colleagues through development programs and lifelong learning.

Find out more information at

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