Director, Care Center ComEd

Exelon•Oakbrook Terrace, IL

About The Position

The Director, Care Center oversees personnel, resources, technology investments, controls, and accountabilities supporting customer contact and resource management. The role designs and implements strategies for 24/7/365 support across Customer Service organizations and ensures customer service strategies reflect federal, state, and local regulatory requirements and customer expectations. For ComEd, the position leads call center operations and the Resource Management Support Group, with responsibility for improving processes and performance, customer satisfaction, regulatory compliance, and adherence to business procedures. For PECO, the position oversees Customer Contact management processes across Resource and Quality Management, General Inquiry, Support Services, and Vendor Management. The role may require extended hours, including 24/7 coverage during storms or other energy delivery emergencies. The Director works with leadership to develop quality measures and improve processes guiding Customer Service interactions, establish standards, implement strategic communications between call centers and customers, and manage outsourced projects. The position supports all Customer Care Operations. It has four direct reports and approximately 250 total employees. For PECO, the posting specifies 200 employees and a $21 million budget.

Requirements

Bachelor's degree in business or a related field.
12 or more years of relevant business experience.
At least 5 years of call center experience.
At least 3 years of experience in a leadership capacity.

Nice To Haves

MBA.
10 or more years of experience managing a multi-site or multi-state contact center.
Demonstrated leadership ability in a high-performance culture.
Demonstrated strategic planning and forecasting skills.
Ability to compile and evaluate data and anticipate customer reactions or requirements.
Knowledge of fundamental principles of leadership.
Ability to negotiate effectively.
Ability to build consensus, establish trust, communicate effectively, and foster culture change.
High-level management skills in coaching and facilitating business competency.
Ability to implement process enhancements and efficiencies in technology and performance.
Business acumen, customer awareness, and ability to create value.

Responsibilities

Oversee the development and execution of the Customer Contact Strategy.
Direct the first point of contact for residential, small commercial and industrial, and large commercial and industrial customer inquiries received by phone, in writing, and through the web.
Provide leadership for operational planning through long-range forecasting and planning, the mid-range operating plan, and real-time management.
Oversee implementation of the operating plan across Residential, Small Commercial and Industrial, and Large Commercial and Industrial segments.
Manage Support Services audit, inspection, and redesign functions, including project management, communications, process improvement, and quality management.
Analyze industry best practices to optimize technological change and innovation.
Oversee the Customer Contact budget process and ensure adherence to the budget while balancing cost containment with customer satisfaction.
Develop quality measures to enhance customer service processes and ensure standards are met.
Implement strategic communication systems between call centers and customers.
Manage outsourced projects.
Ensure customer service strategies and operations comply with applicable regulatory requirements and business procedures.

Benefits

Competitive compensation and incentives.
401(k) match and annual company contribution.
Medical, dental, and vision insurance.
Life and disability insurance.
Paid time off options, including vacation, sick time, floating and fixed holidays.
Maternity leave and bonding/primary caregiver or parental leave.
Employee Assistance Program and resources for mental and emotional support.
Wellbeing programs, including tuition reimbursement, adoption and surrogacy assistance, and fitness reimbursement.
Referral bonus program.
Annual bonus for eligible positions: 30%.
Annual Long Term Incentive Plan: an additional $50,000.