Mgr Customer Contact Support

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

Plan, organize and direct the activities of Customer Contact's Support organization; Provide leadership, direction, governance and support to achieve process/performance improvement, customer satisfaction while ensuring compliance to regulatory rules & regulations. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Support Customer Care in the development, management and implementation of short and long term strategic initiatives, processes and projects designed to assure the highest levels of customer service, maximize profitability and achiever ComEd/Energy Delivery's reliability and customer retention goals. (20%)
• Serve as SPOC for strategic issues and projects for Customer Care. Assure effective resolution of issues, related to processes and procedures that govern Customer Care operations. Includes, but is not limited to the technical systems used to interact with customers, internal and external communication with and to customers and resolving outsource project issues. Outsourced projects include programs such as CARE, Residential Rate Stabilization Program, Customer Correspondence, Virtual Hold System and other technical systems used to enhance the effectiveness of customer interactions. Will also be responsible for managing large projects such as enhancing, implementing and replacing the IVR system and other technical strategic projects. (30%)
• Manage, direct and develop strategic action plans for direct reports. Will be responsible for directing day-to-day activities for five direct reports ranging from levels E02 to E03. Provide accurate and timely feedback regarding performance and operations. Conduct Performance Planning and appraisal process. Identify opportunities for growth and learning. (10%)
• Responsible for the leadership of operations' Quality Assurance processes, Project management and Process Improvement initiatives. Includes developing, implementing and managing quality strategies, operating plans and methodologies that support the strategic business initiatives. (10%)
• Interface with other department in ComEd and represent coed to outside organizations engaged in similar business functions. Work collaboratively with customer Care leadership and management teams and other Business Units. (10%)
• Monitor, analyze actual statistical measures of Customer Operation's performance and recommend methods for improvement. (10%)
• Develop and maintain an environment that fosters a high performance culture and a learning organization. Promotes diversity in assigned areas. Serves as a change agent for business initiatives and assures the human element is understood and considered. Develop and maintain an environment that fosters a high performance culture that supports diversity in assigned areas and ensuring that employees work in a safe and productive manner. (10%)

JOB SCOPE

The scope of this position will be to work with leadership to develop quality measures to enhance processes that guide Customer Service interactions, develop quality measures to ensure standards are being met, implement strategic communication systems between the Call Centers and customers and to manage outsourced projects. This position supports all of Customer Care Operations.

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business or related fields and 7-10 years of related business experience.
• At least 5 years call center experience, including 3-5 years in a Leadership capacity.
• Demonstrated ability to lead a high performance work team.
• Demonstrated strategic planning & forecasting skills.
• Demonstrated ability to compile and evaluate data and anticipate customer reactions and/or requirements.
• Demonstrated knowledge of fundamental principles of leadership. Demonstrated ability to negotiate effectively.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.
• Demonstrated ability to implement process enhancements and efficiencies in technology and performance.
• Demonstrated business acumen, employee awareness and ability to create value. . Minimum: Preferred: Bachelor's degree in Business or Engineering AND 7-10 years related business experience, or in lieu of Bachelor's degree, a minimum of 9 - 12 years relevant business experience is required. 8 + years of experience with most being in a Call Center environment

PREFERRED QUALIFICATIONS

• Bachelors degree in Business or related fields and at least 10 years of related business experience.
• At least 5 years call center experience, including at least 3 years in a Leadership capacity. 
• Experience in training/quality evaluation of call center agents
• Demonstrated ability to lead a high performance work team.
• Demonstrated strategic planning & forecasting skills.
• Demonstrated ability to compile and evaluate data and anticipate customer reactions and/or requirements.
• Demonstrated knowledge of fundamental principles of leadership. Demonstrated ability to negotiate effectively.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.
• Demonstrated ability to implement process enhancements and efficiencies in technology and performance.
• Demonstrated business acumen, employee awareness and ability to create value. . Minimum: Preferred: Bachelor's degree in Business or Engineering AND 5 - 8 years related business experience, or in lieu of Bachelor's degree, a minimum of 9 - 12 years relevant business experience is required. 8 + years of experience with most being in a Call Center environment