Director, Care Center ComEd

Customer Contact Center And Resource ManagementThis position oversees the personnel, resources, technology investments and necessary controls and accountabilities that support the key elements of the Customer Contact Center and Resource Management. This position designs and implements strategies for 24/7/365 support for all Customer Service organizations at ComEd. In addition, this position is responsible for implementing customer service strategies based on Federal, State and Local regulatory requirements, and enhancing the customer experience in the meter-to-cash value chain. Manage the personnel and activities of the Call Center operations including the Resource Management Support Group. Provide leadership, direction, governance and support to achieve process/performance improvement, customer satisfaction while ensuring compliance to regulatory rules & regulations and adherence to business process and procedures. Assure the focus and attainment of business goals and objectives. Develop and maintain an environment that promotes diversity and high productivity. This position oversees the personnel, resources, technology investments and necessary controls and accountabilities that support the key elements of the Customer Contact management processes. These processes support safe, reliable, and efficient operations, and PECO business objectives. This position designs and implements strategies for 24/7/365 support for all Customer Service organization at PECO. The Customer Contact process is made up of four key functional areas: Resource and Quality Management, General Inquiry, Support Services and Vendor Management. In addition, this position is responsible for implementing customer service strategies based on Federal, State and Local regulatory requirements, and customer expectations. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.Primary DutiesResponsible for overseeing the development and execution of the Customer Contact Strategy.Directs the first point of contact for all residential, small commercial and industrial phone, written, and web customer inquiries.Provides leadership for the operational plan through long- range forecasting and planning, mid-range operating plan and real time management.Oversees the implementation of the operating plan through (3) three key segmented areas; Residential, Small Commercial and Industrial, and Large Commercial and Industrial.Responsible for the management of the Support Services audit, inspection and redesign functions. (Support services consists of project management, communications, process improvement and quality management)Analyze industry best practices in order to optimize technological change and innovation.Oversees the budget process for Customer Contact.Assures adherence to the budget plan and balances cost containment with customer satisfaction.Job ScopeThe 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.4 Direct Reports; ~250 total employeesPECOTotal # of employees - 200Budget responsibility - $21 millionMinimum QualificationsBachelor's degree in business or related field12+ years relevant business experience, including minimum 5 years of Call Center experience with at least 3 years in a leadership capacity.Preferred QualificationsMBA10+ Years experience managing a multi-site/multi-state contact centerDemonstrated leadership ability in a high performance cultureDemonstrated 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.Proven high-level management skills in coaching and facilitating business competencyDemonstrated ability to implement process enhancements and efficiencies in technology and performance.Demonstrated business acumen, customer awareness and ability to create value.