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Director, Contact Center

Company: Duquesne Light
Location: Pittsburgh
Posted on: September 13, 2020

Job Description:

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Overall Purpose:

The Director, Customer Contact (the Director) will be based in Duquesne Light’s corporate headquarters in Pittsburgh, PA and will report to the Vice President of Customer Service. Will be responsible for strategic direction and day-to-day operations for the Company’s 125 person omni-channel (i.e. phone, email, chat, etc.) Customer Contact Center. The Director will ensure appropriate departmental metrics are developed, monitored/tracked, and reported to senior leadership. The Director will implement best practices across people, process, and technology that lay the foundation for achieving top-decile customer satisfaction and performance metrics.

Job Responsibilities:

Ensure the efficient, productive, and engaged operation of the Customer Contact department. Make certain that personnel in the group have the necessary tools, resources, and training to accomplish individual and departmental procedures and objectives;

Perform resource management functions to ensure Customer Contact employees are aligned with call volume, e.g. call forecasting and staff scheduling;

Design, develop, direct, and implement departmental and procedural improvements for the Customer Contact department. Ensure efficient and effective use of technologies to leverage outcomes, analytics and recommendations, including optimizing the IVR and other technologies;

Oversee customer satisfaction and direct strategic objectives to improve customer segments, department participation and efforts to improve service reliability;

Strong understanding of the technology involved in customer contact center operations, best practices with respect to customer experience, as well as a record of driving positive cultural change and developing people to evolve with changing business needs and practices;

Sets strategy and develop a long-term vision by utilizing sound business judgement and independent thinking, as well as incorporating the ideas of colleagues/peers;

Translate the Customer Contact strategy and vision into actionable and quantitative plans by establishing compelling goals and appropriate schedules for accomplishment/improvement in a manner that creates enthusiasm among the workforce;

Attainment of top-decile customer satisfaction metrics;

Managing a team of three direct reports;

Education/Experience Requirements:

Roles at this level require a university/college degree. Higher level education such as a master’s degree, PhD, or certifications is normally required. Relevant industry experience to be successful in the given role is typically 15+years. At least 10+ years of prior management experience is required. Proven leadership experience with a large scope is required.

Minimum of 7+ years leading a Customer Contact Center and managing a workforce comprised of supervisory, professional, clerical, and union personnel. Will display a track record of proactively and successfully optimizing operations in a Customer Contact Center environment that resulted in positive business outcomes, e.g. key metric improvement, turnover reduction, etc.

Preferred:

Utility and management of union employees experience.

Scope:

Directs and controls strategy and execution or the organizations activities within the sub function or major business area managed. Key member of the management team representing the organization in dealings with clients and external bodies. Seasoned leader with extensive business experience, broad and deep functional expertise and significant product knowledge. Primary focus of role is on proactive strategic leadership rather than day to day operational execution, although the role includes significant operational responsibilities.

Typically reports to the head of a major business segment. Typically leads a sub division/function or group of business areas with a broad / or critical set functional area(s), region(s) or zone(s).

The successful candidate intimately understands that people are motivated in different ways. Will determine and leverage the strengths, weaknesses, and styles of the individuals on the team and set explicit performance expectations for the team. Will hold people accountable for agreed-to goals/results. In addition to leading their team, will place importance on developing the people in the Customer Contact department organization to ensure the talent, skill, and accomplishments of the group continues to increase over time.

Decision Impact:

Problems faced require expertise knowledge and broad-based considerations of variables that impacts the corporation. Develops end-to-end solutions influencing high impact decisions made at a higher hierarchy level. Solutions developed typically have no precedent, and require comprehensive analyses and consideration of original concepts and approaches. Drives implementation of transformational changes in the Corporation that has high impact on the achievement of results for the Corporation. Improves on entire existing practices, leveraging on personal past experiences, and in-depth best practice knowledge.

Duquesne Light Company is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light's commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Keywords: Duquesne Light, Pittsburgh , Director, Contact Center, Other , Pittsburgh, Pennsylvania

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