Manager Call Center Operations

LIPAPRD•Town of Huntington, NY

1d•$137,000 - $224,400•Hybrid

About The Position

The primary purpose of this position is to manage a staff of employees, MAST and Union in the PSEG fast-paced call center, servicing over 1.2 million customer accounts annually through voice and digital channels, including phone, email, chat and social media. Customer interactions include but not limited to establishing new accounts, answering program questions, billing questions, collections agreements, outage and emergencies. Manager is accountable to ensure daily metrics are met with a focus on performance management and promoting a positive customer experience. This position will lead a team of supervisors and team leads ensuring employee performance is met through coaching and development. The Call Center Manager will collaborate with other teams to ensure proper staffing, budget management, and manage team projects as needed. Will also work closely with Customer Technology and Market Intelligence teams to promote the adoption of new programs, processes and technologies to improve the overall customer experience. At this time, only current PSEG employees will be considered.

Requirements

Bachelor's degree with 10 years of experience in call center management and/or customer operations. In lieu of a degree, a minimum of 15 years in call center management and customer operations experience
Ability to effectively manage a large operation with focus on driving performance through application of and adherence to performance metrics
Strong interpersonal, communication and negotiation skills
Good customer service skills with a demonstrated focus on customer satisfaction
Ability to develop organizational talent and manage performance.
Demonstrated ability to plan, organize and multi-task
Financial acumen, analytical and process improvement skills
Proficient with Microsoft Office
Demonstrated safety awareness and work to improve PSEG Long Island safety culture
Demonstrated knowledge of call center technologies
Excellent written and verbal communication skills
Familiarity with application of Call Center Technology (i.e., phone, IVR, Chat. Email, etc.)
Possess and maintain a valid US driver’s license with a safe and satisfactory driving record
Required to work extended hours and/or performs functions different from normal operations during storm/outage restoration efforts and may be required to work at alternate locations

Nice To Haves

Familiarity with NICE Voice Recording, Analytics, and Workforce Management, IVR; Customer Outage Management system
Experience with managing union personnel

Responsibilities

Lead the delivery of a consistent positive customer experience across multiple voice and digital service channels including inbound calls (100,000 monthly), social media, email (10,000 monthly), chat, mail correspondence and self-service platforms.
Manage customer facing bargaining unit and management personnel across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power. Metric targets which encompass safety, customer experience, associate availability, operational and financial metrics. Achieve operational excellence and high customer satisfaction while tracking and reporting metric adherence.
Provide leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives, developing a collaborative and inclusive environment.
Lead the development and execution of employee engagement actions/plans; demonstrates the ability to maintain collaborative relationships with Union leadership and effectively administer the collective bargaining agreement.
Lead/implement cross departmental process improvement efforts as well as identifying process efficient improvements within the Call Center.
Work collaboratively with Training organization to ensure delivery of high quality training to ensure workforce is readied to execute job functions in a customer sensitive manner, ensuring a positive customer experience.